We're an innovative, strategic team known for strong discovery skills and creative problem solving. We manage a portfolio of Fortune 500 enterprise customers across a range of verticals.
YOUR MISSIONYou will lead the post-sale strategy for a portfolio of our highest-value enterprise accounts. You will move past the traditional, reactive "war room" culture of Customer Success to establish a predictable, value driven operating backbone for your customers. Your core mission is to deeply understand our customers' business objectives, map their specific organizational use cases, and systematically connect our engagement rhythm to measurable business outcomes. At Mural, our most successful CSMs are operational architects, professionals who possess the quiet conviction to push past low-level administrative tasks, multi-thread into complex business units, and drive deep behavioral adoption that makes our platform indispensable.
WHAT YOU'LL DO
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.
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, leveraging face-to-face presence to break through organizational silos and solidify long-term partnerships within your strategic accounts.
The base salary + variable pay for this role ranges from $154,500 - $193,125 + benefits. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.
Equal OpportunityWe 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.
Skills Required
- 5+ years of Enterprise SaaS Customer Success experience managing high-value, complex portfolios
- Experience managing strategic enterprise accounts (ideally 10-25 Fortune 500 accounts)
- Exceptional consultative discovery and multi-threading skills with proven track record engaging cross-functional business leaders
- Disciplined, process-oriented approach and experience building or working within a structured operating rhythm
- Commercial acumen and a data-driven mindset; comfortable analyzing utilization trends and connecting adoption metrics to business objectives
- Familiarity with enterprise customer success tools (e.g., Gainsight) and analytics/visualization tools (e.g., Tableau)
- Ability to travel purposefully up to 15% for in-person discovery, workshops, and executive reviews
What We Do
Mural is a collaborative intelligence company. We connect teams to unlock their potential, increasing the innovation capacity of the enterprise. Mural creates a culture of effective collaboration — where everyone is connected, contributing, and empowered to deliver business-driving outcomes. The Mural Collaborative Intelligence System™ centers around a digital whiteboard collaboration space, where teams work together in real-time or asynchronously. Consulting, innovation, product, information technology, and executive leadership teams collaborate visually with Mural, using guided visual methods and Facilitation Superpowers™ features to connect and innovate. Joining forces with the LUMA Institute, Mural is also transforming how teams work together with a mission to introduce millions to collaboration design. Collaboration design is a new discipline that brings relational intelligence and psychological safety to group interactions — taking aim at isolation and disconnection and helping teams solve problems together with playful, provocative methods of visual thinking. Coming in late 2022, Mural aims to launch the Collaboration Design Institute™ (CDI). The CDI™ will offer training, curriculum development, certification, research, and consultation for professional collaboration designers. Mural is trusted by 95% of the Fortune 100, including innovative teams at IBM, Intuit, Microsoft, GitLab, Steelcase, Thoughtworks, and Atlassian.
Why Work With Us
Every day, we work together in a product that’s designed to cultivate creativity, empathy, and open-mindedness. We are committed to building a team where people of all races, genders, and orientations feel seen, heard, and valued. We strive to be the most equitable employer out there. Come join us and see what it’s like to grow with a diverse team!
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