Mural is looking for a Director, Customer Success, Strategic (AMER) to own the strategy, execution, and operational leadership for our Strategic Customer Success segment. You will lead a team of senior practitioners focused on expanding customer value, driving retention and expansion, and forging trusted advisor relationships with key stakeholders at our largest Enterprise accounts.

What You'll Do

Own success metrics for the Strategic customer segment, including retention, gross dollar revenue (GDR), growth, customer health, and executive/advocate engagement.
Define and lead execution of strategic goals and operational priorities that align with company objectives.
Partner with Sales leadership to co-develop account growth plans that balance growth and long-term value realization.
Lead, coach, and scale a team of Senior and Principal Customer Success Managers focused on high-value Enterprise accounts.
Set performance expectations tied to strategic outcomes, and foster a culture of excellence, accountability, and continuous improvement.
Enable your team with structured frameworks for key stakeholder engagement, value realization planning, risk mitigation, and cross-sell/expansion plays.
Work with Sales, Product, Marketing, and Consulting to shape cross-functional strategies that improve customer outcomes and elevate the overall customer experience.
Represent the voice of our largest and most strategic customers, translating customer feedback, usage patterns, and business objectives into actionable insights for teams like Product and Marketing.
Advocate for product enhancements, enablement resources, and market positioning that unlock measurable customer value and support retention and expansion goals.
Ensure your CS team acts as trusted advisors to key stakeholders across Strategic accounts, aligning on business priorities, success metrics, and expansion opportunities.
Surface complex risks early and deploy mitigation strategies in partnership with cross-functional stakeholders.
Lead or support adoption and business reviews for key accounts when necessary, reinforcing customer value and positioning paths for growth.
Monitor customer health scores, usage trends, and engagement signals to proactively identify risk and growth opportunities across your portfolio.
Ensure consistent, high-quality use of Customer Success systems to enable data-driven decision-making and operational rigor.
Partner with global Customer Success leaders to design, pilot, test, and scale high-impact initiatives that improve how we operate.
Contribute to the evolution of our global CS operating model by identifying inefficiencies, surfacing best practices, and leading cross-regional initiatives that optimize team effectiveness, scalability, and customer impact.
Champion change management within your region, ensuring new processes, programs, and tools are successfully adopted and embedded within your team.

What We're Looking For

9+ years in Customer Success, Account Management, or related SaaS customer leadership roles.
4+ years in people leadership.
Deep experience with complex Enterprise (5,000+ FTE) accounts, executive relationships, and measurable outcomes in a B2B SaaS environment.
Proven ability to influence Sales, Product, and broader GTM teams to drive customer success and revenue outcomes.
Strong analytical and operational orientation with experience managing metrics such as health scores, GDR, churn, adoption, and expansion.
A track record of developing high-performing CSM teams and scaling best practices.
Exceptional communication skills with comfort engaging executive audiences and driving strategic conversations.
Based in the U.S. or Canada with willingness to travel up to ~25%.

Nice to Have

CST or EST time zones preferred.

Technical Stack

Gainsight
Gong

Team & Environment

You will lead a team of Senior and Principal Customer Success Managers within the Strategic Customer Success segment, reporting to the VP of Customer Success. We are a strategic, high-impact Customer Success organization. Our culture rewards creative problem-solving, operational excellence, and leadership that elevates our team and our customers.

Benefits & Compensation

Base salary range: $184,000 - $230,000 + variable pay.

Work Mode

This is a local-country position open to candidates in the U.S. and Canada.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.