Director, Customer Success

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Mural Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2022

🏥 Healthcare

💼 Consulting

📦 Logistics

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

Healthcare • Consulting • Logistics

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

• Build and lead a high-performing Customer Success team with clear structure, goals, and growth paths • Own executive-level relationships with Mural Health’s largest and most strategic sponsor and CRO accounts • Lead executive business reviews connecting platform performance to clinical-trial outcomes and program goals • Navigate complex multi-stakeholder organizations and align champions, budget owners, and end users • Anticipate risks, lead escalations, and drive account expansion with Sales • Design and implement scalable customer success playbooks covering onboarding, adoption, business reviews, and renewals • Build systems to track account health, flag risk, and prioritize team resources • Define and monitor retention, net revenue retention, product adoption, and customer satisfaction metrics • Establish operating rhythms with Product, Engineering, Support, Sales, and Education • Represent enterprise customer needs in product roadmap discussions • Partner with Sales on account strategy, expansion, and renewal planning

🎯 Requirements

• Experience leading Customer Success, Account Management, or similar customer-facing teams within a SaaS or technology environment • Proven track record managing large, complex enterprise customer relationships, including executive stakeholders • Demonstrated success building and scaling teams, including hiring, coaching, and developing managers or individual contributors • Experience designing and implementing customer success processes, playbooks, or operating models • Strong analytical skills translating account data into retention and growth strategy • Experience partnering cross-functionally with Product, Sales, and Support • Excellent executive presence, communication, and relationship-building skills • Continuous improvement mindset focused on scalable solutions over one-off fixes