Director Customer Success

2 months ago
Full-time
Executive
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

  • Hire, coach, and develop a Customer Success team with clear goals and growth paths.
  • Set the vision, strategy, structure, and coverage model for Customer Success as the function scales.
  • Serve as the executive-level relationship owner for the company’s largest sponsor and CRO accounts.
  • Lead executive business reviews and connect platform performance to trial outcomes and program goals.
  • Navigate complex enterprise organizations and lead resolution of escalations.
  • Identify and drive expansion opportunities, including renewals and growth partnerships with Sales.
  • Design and implement scalable customer success playbooks for onboarding, adoption, business reviews, and renewals.
  • Build systems to track account health, flag risk early, and monitor key customer metrics.
  • Partner closely with Product, Engineering, Support, Education, and Sales to improve the customer experience.
  • Represent the voice of enterprise customers in roadmap and account strategy discussions.

Requirements

  • Experience leading Customer Success, Account Management, or similar customer-facing teams in a SaaS or technology environment.
  • Proven success managing large, complex enterprise customer relationships, including executive stakeholders.
  • Experience building and scaling teams through hiring, coaching, and development.
  • Experience designing and implementing customer success processes, playbooks, or operating models.
  • Strong analytical skills with the ability to translate account data into retention and growth strategy.
  • Experience partnering cross-functionally with Product, Sales, and Support.
  • Excellent executive presence, communication, and relationship-building skills.
  • A continuous improvement mindset focused on scalable solutions over one-off fixes.

Benefits

  • Remote U.S. role.
  • Base compensation of $140,000 to $190,000.
  • Equal employment opportunity commitment.
  • Reasonable accommodations available for individuals with disabilities.

Interested in this position?

Apply directly on the company website

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