Senior Customer Success Manager (CSM)

Employment Type: Full-Time Location Type: Remote Salary Range: $150,000 - $187,000 + benefits (base salary + variable pay)

About the Team

We are an innovative and strategic team recognized for our strong discovery skills and creative problem-solving abilities. We manage a diverse portfolio of mid-tier enterprise customers across various industries.

Your Mission

As a Senior CSM, you will be responsible for managing a portfolio of high-value, Enterprise accounts based in AMER that are in a growth stage with Mural. Your primary focus will be on driving adoption, cultivating stakeholder relationships, and acting as a trusted advisor to maximize the value customers derive from Mural solutions. You will collaborate cross-functionally to ensure customers achieve their business outcomes and contribute valuable customer insights to our product, sales, and consulting teams. At Mural, our most successful CSMs are those who bring a unique approach to managing their book of business and addressing customer needs. We value team members who tackle challenges with creativity, resourcefulness, and a solutions-oriented mindset, demonstrating an ability to achieve results even amidst ambiguity or limited resources.

What You'll Do

• Oversee a portfolio of approximately 15 customers, managing the full customer lifecycle to proactively drive adoption, retention, and expansion.
• Serve as a Mural expert, identifying opportunities to conduct enablement sessions 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, utilizing account knowledge to identify risks and develop mitigation plans.
• Maintain up-to-date and organized account information, ensuring accurate reporting of CS engagements in Gainsight.
• Act as an internal advocate for your customers by sharing success stories and feedback.
• Conduct discovery sessions to understand business goals, sponsors, success metrics, use cases, and impact.
• Collaborate closely with Sales counterparts on account strategy to ensure renewals and identify growth opportunities.
• Bring an innovative, collaborative, and agile approach, offering a unique perspective on how best to manage your book of business.

What You'll Bring

• 5+ years of Customer Success experience with Enterprise SaaS customers, with a proven track record of driving outcomes for a portfolio (typically 10-25 accounts).
• Strong discovery, consultative, and relationship-building skills, with the ability to interact with executive stakeholders and champion customer initiatives.
• Comfort using AI tools to enhance workflows, efficiency, or decision-making.
• Experience with collaboration tools and a working understanding of design thinking, agile, or consulting/project management methodologies is preferred.
• An analytical and data-driven mindset, comfortable interpreting usage data to drive action.
• Strong communication and presentation skills, including comfort presenting to executive-level audiences.
• Highly proactive, organized, and a team player capable of thriving in a dynamic, fast-paced environment.
• Familiarity with Gainsight is a plus.
• Must be based in the U.S. or Canada region and willing to travel up to 15%.

Compensation

The base salary + variable pay for this role ranges from $150,000 - $187,000 + benefits. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.

Equal Opportunity

We are committed to ensuring 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.