Lead and Grow the Customer Success Team: Hire, coach, and develop a team of Customer Success Managers, building a culture of accountability, strategic thinking, and genuine customer partnership. Set the vision and strategy for Customer Success as the function scales alongside the business. Define team structure, coverage models, and account segmentation to match the right level of support to each customer’s size and complexity. Establish clear goals, KPIs, and career paths that help the team grow along with the company. Build a team that customers trust as an extension of their own organization.
Own Enterprise & Key Stakeholder Relationships: Our largest customers run some of the most complex trials in the industry, and they need a partner who understands what’s at stake. You’ll: Serve as the senior relationship owner, in partnership with the Sales & Partnership team, for Mural Health’s largest sponsor and CRO accounts, building trust with executive and clinical operations stakeholders. Lead executive business reviews that connect platform performance to trial outcomes and program goals. Navigate complex, multi-stakeholder organizations to align internal champions, budget owners, and end users around shared success. Anticipate risk before it surfaces, and lead resolution of escalations with speed, transparency, and confidence. Identify and drive expansion opportunities within existing accounts, partnering with Sales on renewals and growth.
Build Scalable Customer Success Processes: Great customer relationships shouldn’t depend on any one person’s memory or heroics. You’ll: Design and implement a repeatable customer success playbook covering onboarding, adoption, business reviews, and renewals. Build the systems and processes that let the team track account health, flag risk early, and prioritize where to invest time. Define and monitor key metrics, including retention, net revenue retention, product adoption, and customer satisfaction. Continuously refine processes based on data and team feedback, so the function gets stronger as it scales.
Partner with Product, Support, and Sales: Customer Success sits at the center of the customer journey, and you’ll make sure every team benefits from what you see. You’ll: Maintain regular operating rhythms with Product, Engineering, Support, and Sales. Represent the voice of the enterprise customer in product roadmap discussions. Partner with Support & Education to ensure a seamless handoff between reactive support and proactive account management. Work closely with Sales on account strategy, expansion, and renewal planning.