Manager, Customer Success, EMEA & APAC

Remote from: Netherlands
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 12 May 2026
Apply before: 12 Jun 2026
Experience level: Midweight
Views / Applies: 7 / 0

Do exceptional work, together. Mural is the only visual work platform that helps teams work as one – from anywhere.

Computer Software
2011

AI Summary

This role is for a Manager of Customer Success overseeing teams in EMEA and APAC at Mural. The manager will lead, coach, and develop a team of 8 CSMs, driving customer adoption, value realization, and growth. Key responsibilities include setting expectations, providing coaching, ensuring operational consistency, and partnering with Sales. The ideal candidate has 5+ years in Customer Success or related roles with at least 1 year of leadership experience.

Job Complexity

Easy Hard

AI Insight This is a senior leadership role requiring management of a distributed team across multiple regions, strategic partnership with Sales, and deep customer success expertise, making it challenging but not the highest level.

Salary Analysis

AI Insight The offered salary is not specified, but for a Customer Success Manager role in EMEA and APAC, the market range is $120,000-$180,000 USD, with a median around $140,000. This is competitive for a leadership role in SaaS.

Key Skills

Customer Success Management Team Leadership Coaching SaaS Customer Adoption Risk Management Sales Partnership Data Analysis Gainsight Cross-functional Collaboration

Cover Letter Sample

I am writing to express my strong interest in the Manager, Customer Success, EMEA & APAC position at Mural. With over 5 years of experience in customer success and account management, including leading teams and driving customer value, I am confident in my ability to lead your CS team to achieve operational excellence and growth.

In my previous role, I successfully coached a team of CSMs, improved adoption rates, and strengthened partnerships with Sales, resulting in increased renewal rates and expansion revenue. My experience in using data and tools like Gainsight to monitor customer health and identify risks aligns perfectly with your needs.

I am particularly drawn to Mural's collaborative culture and focus on measurable value. I am eager to bring my leadership skills and passion for customer success to drive team performance and customer outcomes across EMEA and APAC.

Thank you for considering my application. I look forward to the opportunity to discuss how I can contribute to Mural's success.

Possible Interview Questions

How would you approach coaching a CSM who is struggling to drive adoption with a key customer?

I would start by reviewing the customer's health data and recent interactions to identify specific issues. Then, I would schedule a 1:1 with the CSM to understand their perspective and challenges. We would brainstorm strategies such as creating a success plan, conducting executive business reviews, or leveraging product usage insights. I would also shadow their calls to provide real-time feedback and role-play difficult conversations. Finally, I would set clear goals and follow up regularly to track progress.

Describe a time you had to partner with Sales to mitigate a renewal risk. What steps did you take?

In a previous role, a key customer was considering not renewing due to low adoption. I collaborated with the Sales rep to schedule a joint meeting with the customer. We presented a value realization report showing ROI from limited usage and proposed a tailored adoption plan with training and success milestones. We also aligned on internal champions. This effort not only saved the renewal but also led to an upsell.

How do you ensure consistency in CS processes across different regions like EMEA and APAC?

Consistency starts with a clear global operating cadence, including standardized account reviews, risk tracking, and health scoring. I would adapt the cadence to accommodate time zones and cultural differences while maintaining core metrics. Regular team meetings, shared dashboards, and documented playbooks help. I also encourage feedback loops to refine processes regionally without compromising global standards.

How would you handle a situation where a CSM is not meeting performance expectations?

I would first have a private conversation to understand any underlying issues, such as skill gaps or personal challenges. Together, we would create a performance improvement plan with specific, measurable goals and a timeline. I would provide additional coaching, resources, and regular check-ins. If there is no improvement, I would escalate to HR and consider reassignment or performance management steps.

What metrics do you consider most important for measuring CS team success?

Key metrics include net revenue retention, customer health scores, adoption rates (e.g., active users, feature usage), time to value, customer satisfaction (CSAT), and renewal rates. For the team, I also track coaching sessions, account coverage, and operational efficiency like response times. These metrics help balance customer outcomes with team performance.

ABOUT THE TEAM

We are a high-impact Customer Success organization focused on helping customers across EMEA and APAC realize measurable value from Mural. Our Customer Success Managers support customers across mid-market and strategic segments, partnering closely with Sales, Product, Marketing, and Solutions Consulting to drive adoption, value realization, risk mitigation, and sustainable growth.

Our culture rewards operational excellence, customer focus, clear communication, strong partnership with Sales, and leadership that helps CSMs grow and perform at their best.

YOUR MISSION

You will lead the day-to-day execution, coaching, and operational performance of the EMEA and APAC CS team, supporting CSMs across mid-market and strategic customers.
Your mission is to drive strong team execution, operational consistency, customer value realization, and CSM professional development. You will coach your team to build effective customer relationships, identify risks early, improve adoption, and surface growth opportunities in close partnership with Sales.

WHAT YOU’LL DO

Lead, coach, and develop a team of 8 CSMs across EMEA and APAC.
Set clear expectations for customer portfolio discipline, customer engagement quality, adoption planning, risk management, and internal collaboration.
Provide regular coaching through 1:1s, account reviews, call reviews, customer strategy sessions, and performance feedback.
Help CSMs strengthen core skills including stakeholder mapping, value realization, success planning, adoption strategy, risk communication, and commercial partnership with Sales.
Drive consistent execution of the regional CS operating cadence, including account reviews, risk reviews, customer health inspection, renewal readiness inputs, and expansion signal tracking.
Ensure high-quality and timely use of CS systems such as Gainsight and Gong to create visibility into customer health, engagement, risks, and opportunities.
Use data and qualitative insights to identify patterns across the region and improve team focus, prioritization, and execution.
Reinforce adoption of global CS processes and provide practical feedback on what is working or needs adjustment in EMEA and APAC.
Partner closely with Sales leaders to align on customer priorities, risk mitigation, renewal readiness, and expansion signals.
Ensure CSMs are clear on their role in supporting growth: driving adoption, documenting value, developing champions, surfacing expansion indicators, and equipping Sales with customer insight.
Establish and maintain a regular operating rhythm with Sales counterparts to improve account coordination and reduce ambiguity around roles, ownership, and next steps.
Support account growth planning for priority customers by helping CSMs translate adoption, value, risk, and stakeholder insights into actionable recommendations for Sales.
Coach the team to help customers define success, increase adoption, realize measurable value, and build internal advocacy for Mural.
Inspect customer health, usage trends, stakeholder engagement, and risk signals to ensure proactive intervention.
Support CSMs in navigating complex customer situations, including adoption challenges, stakeholder changes, low engagement, renewal risk, or unclear value realization.
Step into customer conversations when needed to support escalation, reinforce value, or align internal stakeholders.

Collaborate with Product, Marketing, Solutions Consulting and Support to remove blockers, share customer insights, and improve customer outcomes.
Represent regional patterns and team feedback in CS leadership discussions, including process gaps, product friction, enablement needs, and customer trends.
Support change management for new CS programs, tools, and processes by ensuring clear rollout, adoption, and feedback within the team.

WHAT YOU’LL BRING

5+ years in Customer Success, Account Management, or a related customer-facing SaaS role, with 1+ years of people leadership, team lead, mentoring, or coaching experience.
Strong understanding of Customer Success Fundamentals including adoption, value realization, customer health, risk mitigation, stakeholder engagement, and success planning in a B2B SaaS environment (ideally within collaboration, productivity, work management, or horizontal platform software)
Demonstrated ability to coach CSMs, set clear expectations, give actionable feedback, and build a culture of accountability and continuous improvement.
Comfortable using data, systems, and operating cadences to improve visibility, prioritization, and execution across a team.
Experience partnering and working closely with Sales, Account Management, or Revenue teams to support retention, expansion identification, account planning, and customer value alignment.
Clear, structured communicator who can operate across cultures, time zones, and cross-functional teams.
Exceptional communication skills with comfort engaging executive audiences and driving strategic conversations.
Experience working with customers or teams across EMEA and/or APAC is a plus.
Based in the Netherlands or Spain, with willingness to travel occasionally for team, customer, or company meetings.

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.

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