Customer Success Manager - UK Remote

1 month ago
Full-time
Mid Level
Customer and Technical Support
Mural Health

Mural Health

Mural Health offers a clinical trial participant management platform that prioritizes patient and caregiver experiences to enhance enrollment and retention in trials while alleviating administrative challenges for research sites.

Internet Software & Services
11-50
Founded 2022
$8M raised

Description

  • Serve as the primary post-sale partner for customers across onboarding and the full study lifecycle.
  • Build trusted, strategic customer relationships that drive measurable outcomes.
  • Lead onboarding, training, account health monitoring, and regular business reviews.
  • Own complex accounts, anticipate challenges, and drive solutions.
  • Identify process improvements and strengthen internal customer success workflows.
  • Partner cross-functionally with product, operations, Patient Kindness, and marketing teams to improve solutions and participant support.
  • Identify expansion opportunities and collaborate with sales and marketing to grow customer relationships.
  • Capture and communicate customer feedback, case studies, and success stories to inform internal improvements and advocacy.

Requirements

  • 3-5+ years of progressive client-facing experience in Account Management, Customer Success, or Consulting.
  • Bachelor's degree in business, life sciences, healthcare, or a related field, or equivalent work experience.
  • Experience in healthcare, life sciences, or clinical trials is preferred.
  • Understanding of pharmaceutical or biotech sponsor relationships is preferred.
  • Proven track record managing complex customer accounts and delivering measurable outcomes such as retention, adoption, satisfaction, or process improvements.
  • Experience influencing change and driving improvements across product, operations, or data-driven teams.
  • Excellent communication and presentation skills with the ability to engage clinical and technical audiences.
  • Strong problem-solving abilities and a customer-centric mindset.
  • Experience with CRM and project management systems such as Salesforce, Asana, Jira, or Aha! (or similar).
  • Comfort working in a startup environment with ambiguity and a proactive, adaptable approach.

Interested in this position?

Apply directly on the company website

Apply Now

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