Senior Customer Success Manager, Strategic Accounts

Remote from: USA
Salary, yearly, USD: 154,500 - 193,125
Department: Customer Success
Employment type: Full Time,
Job posted: 25 Jun 2026
Apply before: 25 Jul 2026
Experience level: Senior
Views / Applies: 201 / 38

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

Computer Software
2011

AI Summary

Mural is seeking a Senior Customer Success Manager to lead post-sale strategy for a portfolio of high-value enterprise accounts. The role focuses on establishing a predictable, value-driven operating model by deeply understanding customer business objectives and driving measurable outcomes. The ideal candidate has 5+ years of enterprise SaaS CS experience, exceptional consultative skills, and a data-driven mindset. This position requires building trusted partnerships with cross-functional business leaders and managing a structured cadence of strategic interactions. The role offers a competitive salary and the chance to work with Fortune 500 clients.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires managing strategic enterprise accounts, demanding advanced consultative skills, multi-threading across complex organizations, and a disciplined execution approach, which is challenging but not the hardest level.

Salary Analysis

AI Insight The offered salary range of $154,500 to $193,125 is competitive, with a median of $173,813, which is above the US market median for similar roles (approximately $150,000). This reflects the strategic nature and high-value accounts.

Key Skills

Customer Success Strategic Account Management Enterprise SaaS Cross-functional Collaboration Data Analysis Gainsight Tableau Use Case Discovery Value Realization Stakeholder Management

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my strong interest in the Senior Customer Success Manager position at Mural. With over 5 years of experience managing strategic enterprise accounts in the SaaS industry, I have a proven track record of driving customer value and loyalty through a consultative, data-driven approach. I am particularly drawn to Mural's emphasis on operational architecture and moving beyond reactive support to a structured value realization model.

In my current role, I have successfully managed a portfolio of Fortune 500 clients, leading cross-functional initiatives that resulted in significant adoption improvements and revenue growth. My skills in use-case discovery, usage analytics, and stakeholder management align perfectly with the requirements of this role. I am eager to bring my expertise in building trusted partnerships and delivering measurable business outcomes to Mural.

Thank you for considering my application. I look forward to the opportunity to discuss how I can contribute to your team.

Sincerely,
Your Name

Possible Interview Questions

How do you approach driving adoption and value for a complex enterprise account?

I start by deeply understanding the customer's business objectives and mapping their use cases to the platform's capabilities. Then I create a structured engagement plan with measurable milestones, conduct regular business reviews, and leverage usage data to identify gaps and opportunities. I also multi-thread with key stakeholders to ensure alignment and demonstrate ROI.

Describe your experience with multi-threading and building relationships across different business units.

In my previous role, I managed relationships with IT, marketing, and product teams at a Fortune 500 client. I organized executive briefings and workshops that brought together decision-makers from each unit, ensuring that our solution addressed their unique needs. This approach led to a 30% increase in platform adoption and a successful renewal.

How do you handle at-risk accounts and prevent churn?

I proactively monitor usage trends and health scores to identify red flags early. When I see a decline, I reach out to schedule a strategic session to understand the root cause—whether it's a change in leadership, lack of training, or unmet needs. Then I collaborate with the customer to develop a tailored action plan, often bringing in internal experts to provide training or product enhancements. This approach has helped me maintain a 95% retention rate.

Can you give an example of how you used data to influence a customer's strategy?

Sure. At my current company, I analyzed usage data from a large retail client and found that one department had extremely low adoption. I presented this data to their VP of Operations, along with insights from similar successful implementations. We then designed a pilot program focused on that department's workflows, which resulted in a 40% increase in adoption within three months and expanded usage across the organization.

How do you balance strategic initiatives with day-to-day operational tasks?

I prioritize by using a structured operating cadence. I set aside time each week for strategic planning and use tools like Gainsight to automate routine tasks. I also delegate tactical issues to the support team when possible. This allows me to focus on high-impact activities like quarterly business reviews and executive alignments while ensuring that no customer requests fall through the cracks.

ABOUT THE TEAM

We’re an innovative, strategic team known for strong discovery skills and creative problem solving. We manage a portfolio of Fortune 500 enterprise customers across a range of verticals.

YOUR MISSION

You will lead the post-sale strategy for a portfolio of our highest-value enterprise accounts. You will move past the traditional, reactive “war room” culture of Customer Success to establish a predictable, value driven operating backbone for your customers. Your core mission is to deeply understand our customers’ business objectives, map their specific organizational use cases, and systematically connect our engagement rhythm to measurable business outcomes. At Mural, our most successful CSMs are operational architects, professionals who possess the quiet conviction to push past low-level administrative tasks, multi-thread into complex business units, and drive deep behavioral adoption that makes our platform indispensable.

WHAT YOU’LL DO

Own the full customer lifecycle for ±15 strategic enterprise accounts, ensuring every milestone—from kickoff to renewal—is anchored in documented use cases and clear value realization.
Maintain a disciplined cadence of strategic interactions (including structured 90-day reviews and impact assessments), ensuring our customer interactions focus on business outcomes.
Actively conduct use-case discovery to surface new business unit sponsors, partnering closely with Sales counterparts to deliver the qualitative and quantitative impact data that secures smooth renewals and drives organic growth.
Interpret usage data, user persona shifts, and behavioral trends to predictively identify risk and expansion opportunities, deploying targeted, outcome-based playbooks.
Partner with cross-functional teams to deploy purposeful, journey-mapped enablement modules that serve the customer’s direct business goals, ensuring learning translates into sustained behavioral adoption.
Manage internal and external stakeholders effectively, turning relationship-building with admins and business sponsors into strategic partnerships rather than administrative task lists.

WHAT YOU’LL BRING

5+ years of Enterprise SaaS Customer Success experience managing high-value, complex portfolios (ideally 10–25 Fortune 500 accounts).
Exceptional consultative discovery and multi-threading skills; a proven track record of moving past technical/admin buyers to establish deep, trusted partnerships with cross-functional business unit leaders.
A disciplined, process-oriented approach to execution; experience building or working within a structured operating rhythm.
Commercial acumen and a data-driven mindset; comfortable analyzing utilization trends and connecting software adoption metrics directly to a customer’s strategic objectives.
Familiarity with enterprise CS tools (like Gainsight and Tableau) to maintain clean documentation and translate platform insights into actionable account plans.
Travel purposefully (up to 15%) to conduct in-person discovery sessions, workshops, executive alignment deep-dives, and strategic business reviews, leveraging face-to-face presence to break through organizational silos and solidify long-term partnerships within your strategic accounts.

The base salary + variable pay for this role ranges from $154,500 – $193,125 + 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.

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