Customer Success Manager

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🕒 May 12

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Mural Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

☁️ SaaS

🤝 B2B

💳 Fintech

💰 $12.7M Seed Round - Mural Health on 2024-04

SaaS • B2B • Fintech

Mural Health is a company that provides Mural Link, a participant management platform for clinical research designed to make enrolling, retaining, and reimbursing trial participants easier. The platform offers fee-free and flexible payment options (including a prepaid card), travel booking via rideshare, participant messaging, feedback collection, and real-time analytics to reduce site administrative burden and improve trial retention and compliance. Mural Health targets clinical trial sites, sponsors, and research stakeholders with a B2B SaaS product that also incorporates payment and financial-management features.

📋 Description

• Champion customers: Serve as the primary post-sale partner, building trusted, strategic relationships that deliver measurable impact from onboarding through full life cycle of each study. • Enable adoption & outcomes: Lead onboarding and training, monitor account health, and deliver regular business reviews that highlight results, insights, and opportunities. • Take Initiative: Take ownership of complex accounts, anticipate challenges, and drive solutions. • Bring insights to scale: Identify process improvements, strengthen internal workflows, and influence customer success strategy. • Collaborate cross-functionally: Advocate for customers across Mural Health, partnering with product, operations, Patient Kindness, and marketing teams to improve solutions and participant support. • Drive growth: Identify and support additional opportunities, collaborating with sales and marketing to expand customer relationships. • Share the story: Capture and communicate customer feedback, case studies, and success stories to drive internal improvements and customer advocacy.

🎯 Requirements

• 3-5+ years of progressive client-facing experience in Account Management, Customer Success, or Consulting, leading customer engagements and initiatives. • Bachelor's degree in business, life sciences, healthcare, or related field or equivalent work experience. • Experience in healthcare, life sciences, or clinical trials with understanding of pharmaceutical/biotech sponsor relationships preferred. • Proven track record managing complex customer accounts and delivering measurable outcomes (retention, adoption, satisfaction, or process improvements). • Experience influencing change and driving improvements across product, operations, or data-driven teams. • Excellent communication and presentation skills with ability to engage both clinical and technical audiences. • Strong problem-solving abilities and customer-centric mindset. • Experience with CRM and project management systems (Salesforce, Asana, Jira, Aha!, or similar).

🏖️ Benefits

• Equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. • Reasonable accommodations to individuals with disabilities in accordance with applicable laws.