Customer Success Manager

| Remote
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MURAL is on a mission to inspire and connect imagination workers globally.

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

Our belief is simple: making customers better makes better customers. As a Customer Success Manager, you will grow our business by accelerating adoption within our largest enterprise accounts. Customer Success Managers will play an integral role in our business, maintaining strong working relationships with customers and acting as the conduit to the depth and breadth of MURAL’s best-in-class success resources. 

You will also be a founding member of the CSM team; a career defining and unique opportunity to transform the way leading companies work and collaborate. 

You will be responsible for creating an exceptional customer experience with responsibility for the following duties:  

  • Act as the single point-person for MURAL customers; responsible for the overall orchestration of their success
  • Meticulously project manage programs that will help customers drive business value and expand usage of MURAL
  • Discern opportunities for revenue growth and close cross-sell and upsell opportunities (independently or in partnership with Sales)
  • Grow net dollar retention rate for a portfolio of enterprise customers
  • Understand, map, and systematically remove any blocker preventing a MURAL customer from achieving enterprise-wide transformation 
  • Coordinate with cross-functional teams (Sales, Customer Success, Marketing, Product) to prioritize a cohesive and innovative customer experience 
  • Actively work to make your teammates at MURAL successful 
YOUR PROFILE

As a MURAL Customer Success Manager, you understand how to make software solutions successful at enterprise scale. You will turn our current customer base of leading companies into MURAL fanatics by orchestrating success plays you have tailored to the specific needs of a customer’s business. 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:

  • 5+ years of experience in Customer Success, Account Management and/or Customer Support at a SaaS organization
  • Experience working with enterprise customers customers in rolling out successful change-management and adoption programs 
  • Excellent project management skills and the ability to to manage multiple initiatives with complex moving parts, competing priorities, and multiple-levels of stakeholder management
  • Have a nose for revenue and enjoy the rush of accomplishment when customers find value in MURAL enough to expand their partnership with us 
  • An intrinsic love of learning and demonstrating best practices of new technology 
  • A highly responsive, outgoing, energetic representative of MURAL  
  • A self-starting, independent approach to managing your own work
  • An undying concern about new, better ways to solve problems
  • A willingness to work independently from remote locations

#LI-Remote #LI-CR

WHAT WE OFFER

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. 

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Technology we use

  • Engineering
    • JavascriptLanguages
    • SqlLanguages
    • NodeJsLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • AngularJSFrameworks

Location

Headquartered in Buenos Aires and San Francisco, our teams are spread across the US, Canada, Spain, Germany, UK, Australia the Netherlands and beyond.

An Insider's view of Mural

What are some social events your company does?

We have organized two virtual company retreats in the past year for employees to socialize, have fun and learn new talents. They included virtual escape rooms, dance parties, magic tricks, and more. We currently have a Mindfully MURAL program organized by employees. It includes weekly mindfulness activities that anyone can join.

Laïla von Alvensleben

Head of Culture & Collaboration

How does the company support your career growth?

One of the things that I like the most about MURAL is that I'm given the chance to propose new ideas and projects and see if they work. By doing that, MURAL is always giving me the option to try new things and gain new experiences. At the same time, I can use my learning budget to improve skills that are critical for my role.

Mercedes Castro

Compliance Manager

What are some things you learned at the company?

Since i’ve joined Mural, i’ve learned to experiment like an owner, in more than one way.I’ve created proposals of improvements not only in tech side of things but also on team management. You always have room to propose and to implement new ideas, you have a voice that’s always being heard!

Nicolas Sigal

Team Architect & Staff Software Engineer

What are Mural Perks + Benefits

Mural Benefits Overview

We offer a variety of programs and plans to meet you and your family where you are in life, wellness options to ease your mind and body, flexibility and perks designed to make life a little easier and more fun. Because we know when we’re healthy and happy, we do our best work.

- 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

Culture
Partners with Nonprofits
We offer our product for free to Nonprofits.
Friends outside of work
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
At MURAL we train all our team members, to be sure we are delivering the best hiring experience for our applicants. Sharing best practices to reduce the unconscious bias during the process
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Home Office Stipend for Remote Employees
Professional Development Benefits
Diversity Program
Continuing Education stipend
While MURAL also provide in-house learning programs, an individual learning stipend allows each MURALista the freedom to access learning resources suited to their specific role and development goals.
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