Manager, Customer Success
MURAL provides digital workspaces for guided visual collaboration to 95 percent of the Fortune 100. Different from online whiteboarding and design software, the MURAL® platform transforms teamwork by making meetings and workshops interactive experiences designed for problem solving, play, and imagination. Tens of thousands of teams at companies such as IBM, Intuit, Facebook, Publicis Sapient, SAP, Thoughtworks, and Atlassian use the MURAL platform to foster imaginative teamwork and turn shared ideas into a shared reality—at any time and from anywhere.
Headquartered in San Francisco, California, but driven by a remote-first, global mindset, MURAL employs over 800 “MURAListas” around the world. MURAL is on a mission to level up teamwork with imagination so that working together is more fun and innovation happens faster. MURAL has raised $200M in financing to date and is growing rapidly to fulfill its mission.
YOUR MISSION
As a Success Architect Team Lead you will manage a team of customer-facing Success Architects (SAs) who make our customers successful by applying a human-centered approach in a hyper-growth and fast-paced environment. Success Architects play an integral role in our business, the SAs serve as trusted advisors for our largest enterprise customers in our top industries. They help our customers achieve measurable, company-level transformation objectives. Our belief is simple: making customers better, makes better customers. Your role as an SA Team Lead makes that a reality.
Your team will be responsible for creating an exceptional enterprise customer experience, and you’ll be responsible helping them to do so with ownership of the following duties:
- Manage a team of Success Architects responsible for enabling customers, identifying business processes for which MURAL offers solutions, and owning customer relationships
- Potential ownership of a small number of strategic accounts
- Develop best practices and process strategies to help the Success Architect team scale
- Help to build scalable process for Success Architects to identify customer needs and then execute playbooks that drive measurable business outcomes
- Drive adoption programs to ensure clients are able to fully leverage MURAL to meet their transformation needs and hitting success milestones
- Coordinate with cross-functional teams (Customer Success, Marketing, Product, Sales) to prioritize a cohesive and innovative customer experience
- Identify opportunities to work with teams’ customers directly, elicit client feedback to act as an internal advocate for our customers with MURAL’s product teams
- Phenomenal people management skills, account-growth mindset, and organized project management
- Actively work to make your team successful at MURAL and progress their career goals
YOUR PROFILE
As a MURAL Success Architect Team Lead you will motivate and inspire innovation across a team of SAs. You will help the team navigate identifying customer needs and business outcomes, and turning them into MURAL solutions. You will help turn our current customer base into MURAL fanatics by showing how easy and fun it is to collaborate in MURAL, while helping to successfully retain and grow our accounts.
We are obsessed with creating a world-class customer experience and looking for candidates who share our fiercely customer-centric mindset.
Our desired candidate will have:
- Experience managing teams of Customer Success Managers and/or Success Architects
- 5+ years in a Customer Success, Change Management, or a Business Process Consulting function including ownership of relationships and account growth KPIs
- A keen understanding of how large enterprises work and behave
- Experience managing enterprise business executive stakeholders and navigating their environments
- An intrinsic love of learning and demonstrating best practices of new technology
- A highly responsive, outgoing, energetic representative of MURAL
- Track record of making your team successful and facilitating their individual skill development
- A systems thinker who loves to continuously improve the team’s SOPs and operational efficiency
- Ability to manage and interpret customer behavior/data to create valuable business outcomes
- A passion to help customers succeed and empathize with them
- An undying concern about new, better ways to solve problems
- A willingness to work independently in the office or from remote locations
Ideally…
- You have experience in or exposure to design thinking and other key MURAL workflows (e.g. Agile, Sales, OKRs) or familiarity and desire to learn more
- You have some experience using MURAL or other visual collaboration solutions
#LI-Remote #LI-CR
Please submit your resume in English.
WHAT WE OFFER
In addition to being part of our quest to help people empower their imagination, we offer:
- Competitive salary
- 401K (US only)
- Company equity
- Health insurance
- Fertility benefits
- MURALvida stipend (for fitness, wellness, learning and coworking)
- Fully remote team
- Parental leave
- End of year closure
- Design thinking trainings
- MURAL free forever plan
OUR VALUES
We bring people to our team that care about our mission to inspire and connect creative people globally, and who feel aligned with our values:
- Make others successful
- Adapt to thrive
- Play to wow
- Think global
- Experiment like an owner
Practicing equality through imagination work.
MURAL is committed to creating diverse and inclusive workspaces where people can make a positive impact on the world and share their vision of how they achieve it. We are dedicated to working alongside multiple communities to help build this dream and bring it to life.