Mural is looking for a Senior Customer Success Manager to manage a portfolio of high-value, growth-stage Enterprise accounts across the Americas. In this role, you will be a trusted advisor, focused on driving user adoption, strengthening relationships, and helping customers maximize the value of their Mural solutions. You will collaborate cross-functionally to ensure customers achieve their business outcomes.

What You'll Do

Oversee a portfolio of approximately 25 North America-based customers and own the full customer lifecycle, proactively driving adoption, retention, and expansion.
Be a Mural and LUMA Institute expert and spot opportunities to run plays (e.g., enablement, on-sites, campaigns) to drive utilization and adoption.
Uncover and cultivate meaningful executive relationships across multiple business units by leveraging your expertise as a strategic partner.
Monitor customer health scores, trending data, and triggers, and use your deep account knowledge to identify risk and create mitigation plans.
Maintain operational excellence across your book of business by keeping customer and engagement records accurate and actionable.
Advocate for your customers internally by sharing success stories and feedback.
Conduct discovery sessions to uncover business goals, sponsors, success metrics, use cases, and impact.
Work closely with your Sales counterparts on account strategy to ensure renewal and identify growth opportunities.

What We're Looking For

5+ years of Customer Success experience with complex Enterprise SaaS customers.
Experience driving outcomes for a portfolio (often 10–25 accounts).
Strong discovery, consultative, and relationship-building skills.
Ability to interact with executive stakeholders and champion customer initiatives.
Analytical and data-driven mindset; comfortable interpreting usage data to drive action.
Strong communication and presentation skills, including comfort with executive-level audiences.
Highly proactive, organized, and a team player able to thrive in a dynamic, fast-paced environment.
Based in the U.S. or Canada region and willing to travel up to 15%.

Nice to Have

Experience with collaboration tools and a working understanding of design thinking, agile, or consulting/project management methods.

Technical Stack

Gong
Gainsight

Team & Environment

You'll join an innovative, strategic team managing a portfolio of mid-tier enterprise customers across a range of verticals.

Benefits & Compensation

Salary: $150,000 - $180,000 + benefits.

Work Mode

This is a local-country position open to candidates based in the U.S. or 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.