Senior Customer Success Manager

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

As a Senior CSM, you will manage a portfolio of AMER-based, high-value, Enterprise accounts that are in a growth stage with Mural. Your focus will be on driving adoption, building stakeholder relationships, and serving as a trusted advisor to maximize value from Mural solutions. You’ll collaborate cross-functionally, ensuring customers achieve their business outcomes and contributing customer insight to our product, sales, and consulting teams. At Mural, our most successful CSMs are those who bring a unique approach to tackling their book of business and customer needs. We value team members who approach challenges with creativity, resourcefulness, and a solutions-oriented mindset—demonstrating the ability to get results even when faced with ambiguity or limited resources.

•  Oversee a portfolio of ±15 customers and own the full customer lifecycle, proactively driving adoption, retention, and expansion.

• Be a Mural expert and spot opportunities to run enablement in order to drive utilization and adoption

• Uncover and cultivate meaningful executive relationships across multiple business units by leveraging your expertise as a strategic partner

• Monitor customer health scores, trending data, and triggers and use your account knowledge to identify risk and create mitigation plans

• Keep account information up to date and organized, ensuring accurate reporting of CS engagements in Gainsight

• Advocate for your customers internally by sharing success stories and feedback

• Conduct discovery sessions to uncover business goals, sponsors, success metrics, use cases, and impact

• Work closely with your Sales counterparts on account strategy to ensure renewal and identify growth opportunities

• You’ll be innovative, collaborative, and agile in your approach, bringing a unique point of view on how to best tackle your book of business.

•  5+ years of Customer Success experience with Enterprise SaaS customers; experience driving outcomes for a portfolio (often 10–25 accounts).

• Strong discovery, consultative, and relationship-building skills; ability to interact with executive stakeholders and champion customer initiatives.

• Comfort using AI tools to enhance workflows, efficiency, or decision-making

• Experience with collaboration tools and a working understanding of design thinking, agile, or consulting/project management methods preferred.

• Analytical and data-driven mindset; comfortable interpreting usage data to drive action.

• Strong communication and presentation skills, including comfort with executive-level audiences.

• Highly proactive, organized, and a team player able to thrive in a dynamic, fast-paced environment.

• Familiarity with Gainsight is a plus.

• Based in the U.S. or Canada region and willing to travel up to 15%

The base salary + variable pay for this role ranges from $130,000 - $150,000 + benefits. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.