ABOUT THE TEAM

We are a strategic, high-impact Customer Success organization focused on maximizing value for our largest Enterprise customers across the Americas. Partnering closely with Sales, Product, Marketing, and Solutions Consulting, we drive outcomes that fuel customer transformation, long-term partnerships, and sustainable growth. Our culture rewards creative problem-solving, operational excellence, and leadership that elevates our team and our customers.

YOUR MISSION

As Director of Customer Success, Strategic (AMER), reporting to the VP of Customer Success, you will own the strategy, execution, and operational leadership for our Strategic Customer Success segment. You will lead a team of senior CS practitioners responsible for expanding customer value, driving retention and expansion, and forging trusted advisor relationships with key customer stakeholders at our largest accounts.

You will partner closely with your Sales counterparts to align Customer Success and revenue motions, jointly drive strategic account growth planning, and ensure a cohesive experience that accelerates business impact for customers and strengthens Mural's position as a transformative enterprise partner.

WHAT YOU'LL DO

• Own success metrics for the Strategic customer segment, including retention, gross dollar revenue (GDR), growth, customer health, and executive/advocate engagement.

• Define and lead execution of strategic goals and operational priorities that align with company objectives.

• Partner with Sales leadership (including AVP and Strategic Account Managers) to co-develop account growth plans that balance growth and long-term value realization.

• Lead, coach, and scale a team of Senior and Principal Customer Success Managers focused on high-value Enterprise accounts.

• Set performance expectations tied to strategic outcomes, and foster a culture of excellence, accountability, and continuous improvement.

• Enable your team with structured frameworks for key stakeholder engagement, value realization planning, risk mitigation, and cross-sell/expansion plays.

• Work with Sales, Product, Marketing, and Consulting to shape cross-functional strategies that improve customer outcomes and elevate the overall customer experience.

• Represent the voice of our largest and most strategic customers, translating customer feedback, usage patterns, and business objectives into actionable insights for teams like Product and Marketing.

• Advocate for product enhancements, enablement resources, and market positioning that unlock measurable customer value and support retention and expansion goals.

• Ensure your CS team acts as trusted advisors to key stakeholders across Strategic accounts, aligning on business priorities, success metrics, and expansion opportunities.

• Surface complex risks early and deploy mitigation strategies in partnership with cross-functional stakeholders.

• Lead or support adoption and business reviews for key accounts when necessary, reinforcing customer value and positioning paths for growth.

• Monitor customer health scores, usage trends, and engagement signals to proactively identify risk and growth opportunities across your portfolio.

• Ensure consistent, high-quality use of Customer Success systems (e.g., Gainsight, Gong) to enable data-driven decision-making and operational rigor.

• Partner with global Customer Success leaders to design, pilot, test, and scale high-impact initiatives that improve how we operate (including engagement models, risk mitigation plays, and advocate programs).

• Contribute to the evolution of our global CS operating model by identifying inefficiencies, surfacing best practices, and leading cross-regional initiatives that optimize team effectiveness, scalability, and customer impact.

• Champion change management within your region, ensuring new processes, programs, and tools are successfully adopted and embedded within your team.

WHAT YOU'LL BRING

• Experience: 9+ years in Customer Success, Account Management, or related SaaS customer leadership roles, with 4+ years in people leadership.

• Strategic Enterprise Expertise: Deep experience with complex Enterprise (5,000+ FTE) accounts, executive relationships, and measurable outcomes in a B2B SaaS environment.

• Cross-Functional Influence: Proven ability to influence Sales, Product, and broader GTM teams to drive customer success and revenue outcomes.

• Operational Rigor: Strong analytical and operational orientation with experience managing metrics such as health scores, GDR, churn, adoption, and expansion.

• Coaching & Leadership: A track record of developing high-performing CSM teams and scaling best practices.

• Executive Presence: Exceptional communication skills with comfort engaging executive audiences and driving strategic conversations.

• Travel: Based in the U.S. or Canada with willingness to travel up to ~25%.

• CST or EST time zones preferred

The base salary + variable pay for this role ranges from $184,000 - $230,000 + benefits. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.

Equal Opportunity

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.