Director, Customer Success
MURAL is a digital workspace for visual collaboration that connects over 75 percent of the Fortune 100. Teams at global enterprises including IBM, USAA, E-Trade, Intuit, SAP, Atlassian, Autodesk, and GitHub embrace visual collaboration to run more productive meetings and workshops. This leads to a more creative, engaging, and fun way of working together, all in a welcoming, simple-to-use online space.
Headquartered in San Francisco, California, MURAL employs over 700 people 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. The MURAL® platform transforms teamwork by making meetings and workshops interactive experiences designed for problem solving, play, and imagination. MURAL has raised $200M in financing to date and is growing rapidly to fulfill its mission.
YOUR MISSION
As a Director, Customer Success (CSM), you will grow our business by managing a team of CSMs who are helping MURAL’s customers achieve measurable transformation objectives. Our belief is simple: making customers better, makes better customers. Your role as a Director, Customer Success helps to make that a reality. You are responsible for generating growth as an extension of customer experience.
- Manage a team of CSMs and ensure they are driving adoption and growth within their portfolio of accounts
- Coach CSMs to deepen their customer expertise, be change management partners within their accounts, and accelerate transformation within our customers’ businesses
- Develop programs and playbooks designed to achieve deep customer specificity and repeatability at scale
- Communicate customer stories, wins, outcomes and challenges to internal executive stakeholders and cross functional partners
- Motivate your team to create opportunities to upsell value added services
- Collaborate with Sales on large-scale enterprise renewals in your portfolio
- Collaborate with Product team on how to improve the product to meet customer needs
- Collaborate with Marketing team on events and content
YOUR PROFILE
The top candidate will be able to convey how exciting and innovative our software is, in-person 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. We are obsessed with creating a world-class customer experience and looking for candidates who share our fiercely customer-centric mindset.
The ideal candidate will have:
- 5+ years experience in SaaS Customer Success management with a focus on enterprise customers
- Ability to manage outcomes and drive a team towards account growth and supporting KPIs
- A keen understanding of how large enterprises work and behave
- Demonstrated success in coaching and developing Customer Success Managers; a passion to help teams succeed and empathize with them
- An undying concern about new, better ways to solve problems; intellectual curiosity
#LI-Remote #LI-MM1
In addition to being part of our quest to help people empower their imagination, we offer:
- Competitive salary and benefits
- Flexible working hours
- Ability to work remotely
- Flexible time off
- Professional development opportunities
- Learning stipend
- Wellness stipend
- MURAL free forever plan
- Design Thinking + Facilitation trainings
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.