Senior Customer Success Manager, Strategic Accounts

ABOUT THE TEAM

We're an innovative, strategic team known for strong discovery skills and creative problem solving. We manage a portfolio of Fortune 500 enterprise customers across a range of verticals.

YOUR MISSION

You will lead the post-sale strategy for a portfolio of our highest-value enterprise accounts. You will move past the traditional, reactive "war room" culture of Customer Success to establish a predictable, value driven operating backbone for your customers. Your core mission is to deeply understand our customers' business objectives, map their specific organizational use cases, and systematically connect our engagement rhythm to measurable business outcomes. At Mural, our most successful CSMs are operational architects, professionals who possess the quiet conviction to push past low-level administrative tasks, multi-thread into complex business units, and drive deep behavioral adoption that makes our platform indispensable.

WHAT YOU'LL DO

•  Own the full customer lifecycle for ±15 strategic enterprise accounts, ensuring every milestone—from kickoff to renewal—is anchored in documented use cases and clear value realization.

• Maintain a disciplined cadence of strategic interactions (including structured 90-day reviews and impact assessments), ensuring our customer interactions focus on business outcomes.

• Actively conduct use-case discovery to surface new business unit sponsors, partnering closely with Sales counterparts to deliver the qualitative and quantitative impact data that secures smooth renewals and drives organic growth.

• Interpret usage data, user persona shifts, and behavioral trends to predictively identify risk and expansion opportunities, deploying targeted, outcome-based playbooks.

• Partner with cross-functional teams to deploy purposeful, journey-mapped enablement modules that serve the customer's direct business goals, ensuring learning translates into sustained behavioral adoption.

• Manage internal and external stakeholders effectively, turning relationship-building with admins and business sponsors into strategic partnerships rather than administrative task lists.

WHAT YOU'LL BRING

•  5+ years of Enterprise SaaS Customer Success experience managing high-value, complex portfolios (ideally 10–25 Fortune 500 accounts).

• Exceptional consultative discovery and multi-threading skills; a proven track record of moving past technical/admin buyers to establish deep, trusted partnerships with cross-functional business unit leaders.

• A disciplined, process-oriented approach to execution; experience building or working within a structured operating rhythm.

• Commercial acumen and a data-driven mindset comfortable analyzing utilization trends and connecting software adoption metrics directly to a customer's strategic objectives.

• Familiarity with enterprise CS tools (like Gainsight and Tableau) to maintain clean documentation and translate platform insights into actionable account plans.

• Travel purposefully (up to 15%) to conduct in-person discovery sessions, workshops, executive alignment deep-dives, and strategic business reviews, leveraging face-to-face presence to break through organizational silos and solidify long-term partnerships within your strategic accounts.