Senior Customer Success Manager, Strategic Accounts

Job not on LinkedIn

🔥 32 minutes ago

🇺🇸 United States – Remote

💵 $154.5k - $193.1k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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MURAL

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🤖 Artificial Intelligence

🏢 Enterprise

⚡ Productivity

Artificial Intelligence • Enterprise • Productivity

MURAL is a secure, AI-powered visual work platform designed to enhance collaboration across teams and enterprises. It integrates with Microsoft 365 to offer an improved user experience, fostering innovation and teamwork through interactive whiteboards, mind maps, and a variety of templates. MURAL helps organizations break down silos, empower productivity, and enhance communication by creating a visual space for teams to connect, innovate, and solve problems efficiently.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Equal Opportunity • Reasonable accommodations for individuals with disabilities