Director, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and lead a high-performing Customer Success team with a well-defined structure, objectives, and opportunities for growth.

• Manage executive-level relationships with Mural Health’s most significant and strategic sponsor and CRO accounts.

• Facilitate executive business reviews that link platform performance with clinical trial outcomes and program objectives.

• Navigate complex organizations with multiple stakeholders, aligning champions, budget owners, and end users.

• Proactively identify risks, manage escalations, and drive account growth in collaboration with Sales.

• Create and execute scalable customer success playbooks that encompass onboarding, adoption, business reviews, and renewals.

• Develop systems to monitor account health, identify risks, and allocate team resources effectively.

• Establish and track metrics for retention, net revenue retention, product adoption, and customer satisfaction.

• Set up operating rhythms in collaboration with Product, Engineering, Support, Sales, and Education teams.

• Advocate for enterprise customer needs during product roadmap discussions.

• Collaborate with Sales on account strategy, expansion initiatives, and renewal planning.

⛳️ Requirements

• Demonstrated experience leading Customer Success, Account Management, or similar customer-facing teams in a SaaS or technology setting.

• Proven history of managing large, intricate enterprise customer relationships, including engaging with executive stakeholders.

• Successful track record in building and scaling teams, which includes hiring, coaching, and developing managers or individual contributors.

• Experience in designing and implementing customer success processes, playbooks, or operational frameworks.

• Strong analytical skills that translate account data into strategies for retention and growth.

• Proven experience collaborating across functions with Product, Sales, and Support teams.

• Exceptional executive presence, communication, and relationship-building skills.

• A continuous improvement mindset that prioritizes scalable solutions over temporary fixes.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career growth.

• Flexible work arrangements to support work-life balance.

• A collaborative and inclusive company culture.