Responsibilities
- Oversee a portfolio of ±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, and 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 (supported by tools like Gong and Gainsight)
- 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
- You’ll be innovative, collaborative, and agile in your approach, bringing a unique point of view on how to best tackle your book of business.
Requirements
- 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
Additional Information
- The base salary + variable pay for this role ranges from $150,000 - $180,000 + benefits. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
- 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. Please contact us to request accommodation.
