About the job
ABOUT THE TEAM
Join an innovative and strategic team recognized for its exceptional discovery skills and creative problem-solving abilities. We manage a diverse portfolio of mid-tier enterprise customers across various industries.
YOUR MISSION
As the Senior Customer Success Manager for the DACH region, you will oversee a portfolio of high-value enterprise accounts, ranging from strategic partners to those in a growth phase. Your primary focus will be to drive product adoption, foster strong stakeholder relationships, and act as a trusted advisor to maximize the value derived from Mural's solutions. You will collaborate cross-functionally, ensuring customers meet their business objectives while providing valuable insights to our product, sales, and consulting teams. At Mural, the most successful Customer Success Managers leverage their unique approaches to address client needs, and we highly value creativity, resourcefulness, and a solution-oriented mindset—especially in challenging circumstances.
WHAT YOU'LL DO
- Manage a portfolio of approximately 20 DACH-based customers, overseeing the entire customer lifecycle to proactively drive adoption, retention, and expansion.
- Become an expert in Mural and LUMA Institute, identifying opportunities for engagement initiatives (e.g., enablement sessions, onsite visits, and campaigns) to enhance utilization and adoption.
- Develop and nurture significant executive relationships across different business units by utilizing your expertise as a strategic partner.
- Track customer health scores, analyze trending data, and use your comprehensive account knowledge to identify risks and devise mitigation strategies.
- Maintain operational excellence by ensuring accurate and actionable customer and engagement records, supported by tools such as Gong and Gainsight.
- Advocate for your customers internally by sharing success stories and valuable feedback.
- Conduct discovery sessions to identify business goals, key sponsors, success metrics, use cases, and overall impact.
- Collaborate closely with your Sales counterparts on account strategies to secure renewals and pinpoint growth opportunities.
- Embrace an innovative, collaborative, and agile approach to managing your portfolio, bringing a distinct perspective on effectively addressing customer needs.
WHAT YOU'LL BRING
- 5+ years of Customer Success experience with complex Enterprise SaaS customers; proven success in managing a portfolio of 10-25 accounts.
- Strong analytical skills and experience with customer success tools.
- Exceptional communication skills, both written and verbal.
- A proactive approach to problem-solving and the ability to work independently while being part of a larger team.

