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.
Important: 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.
