YOUR MISSION

Our belief is simple: making customers better, makes better customers. As a Customer Success Account Manager you will grow our business by applying a human-centered approach to managing a large number of accounts in a hyper growth environment. Account Managers play an integral role in our business, building strong working relationships with each and every client and driving revenue expansion and annual renewals. 

You’re responsible for creating an exceptional experience with responsibility for the following duties:  

• You are the point person for MURAL’s customers and responsible for orchestrating their success across their pan-EMEA and global teams
• Independently identify an opportunity, create a deal strategy and execute new contract terms that result in revenue expansion
• Establish consultative and trusted relationships with customers
• Understand customers business goals and anticipate future needs to deliver optimal solutions
• Drive planning sessions to ensure client is 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 
• Develop best practices and process strategies to help the Account Management team scale 
• Elicit client feedback to act as internal advocate for our customers with MURAL’s product teams
• Phenomenal communication and project management skills
• Communicate regularly with your customers to evaluate satisfaction and to remain on track to achieve their business milestones

YOUR PROFILE

As a MURAL Account Manager you convey how exciting and innovative our software is, in-person (where permitted) and at a distance. You will turn our current customer base into MURAL fanatics by showing how easy and fun it is to collaborate in MURAL. You will successfully drive renewals and upsells as a natural extension of the valuable business outcomes you have orchestrated and communicated to our customers. 

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:

• 2+ years experience in Customer Success and/or Account Management at a SaaS organisation managing EMEA accounts
• Have a nose for revenue expansion and enjoy the rush of accomplishment when customers realise value in MURAL to continue their transformation journey
• Consistently retains and grows accounts due to strong understanding of customer needs and success metrics

• An intrinsic love of learning and demonstrating best practices of new technology 

• Gain fulfillment from helping others by means of public speaking, enablement and training 
• A highly responsive, outgoing, energetic ambassador of MURAL. You are the face of the brand for our customers 
• Strong project management skills and able to create and launch new initiatives independently to create valuable business outcomes 
• An undying concern about new and better ways to solve problems with a passion to help customers succeed
• A willingness to work independently from remote locations in Europe, but be an engaged member of a cohesive team on a daily basis

Ideally you have...

• You have experience running renewals and upsells within a fast paced pre-IPO SaaS company
• You have worked closely with customers to drive product adoption and workflow change management 

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