Senior Customer Success Manager - EMEA Region

About the Role

We’re hiring a Senior Customer Success Manager to join our innovative team at Mural. This role is fully remote and focuses on managing a portfolio of high-value enterprise accounts across Europe. As a Senior Customer Success Manager, you will be pivotal in driving customer adoption and ensuring that our clients maximize the value of Mural solutions.

What You'll Do

• Oversee a portfolio of approximately 20 Europe-based customers, managing the full customer lifecycle.
• Drive adoption, retention, and expansion by proactively engaging with clients.
• Act as a Mural and LUMA Institute expert, identifying opportunities to enhance utilization and adoption.
• Build and cultivate meaningful executive relationships across multiple business units.
• Monitor customer health scores and use data to identify risks and create mitigation plans.
• Maintain operational excellence by keeping accurate customer and engagement records using tools like Gong and Gainsight.
• Advocate for customers internally, sharing success stories and feedback to improve our offerings.
• Conduct discovery sessions to uncover business goals and success metrics.
• Collaborate closely with Sales counterparts on account strategy to ensure renewals and identify growth opportunities.

Requirements

• 5+ years of experience in Customer Success with complex Enterprise SaaS customers.
• Strong discovery, consultative, and relationship-building skills, particularly with executive stakeholders.
• Experience with collaboration tools and a working understanding of design thinking and agile methodologies.
• Analytical mindset with the ability to interpret data to drive actionable insights.
• Excellent communication and presentation skills, comfortable engaging with executive-level audiences.
• Highly proactive, organized, and a team player in a fast-paced environment.
• Fluency in English; additional European languages are a plus.
• Willingness to travel up to 15% within the EMEA region.

What We Offer

• Competitive salary in the range of $90,000 to $120,000 annually.
• Fully remote work environment with flexible hours.
• Opportunities for professional development and career growth.
• Inclusive company culture that values diversity and equal opportunity.
• Support for work-life balance and employee well-being.