Description
We are looking for a proven leader to join the MuleSoft Customer Success management team. As a MuleSoft Customer Success Manager, you will drive adoption of MuleSoft's products for customers on the Signature Success Plan, including renewals and growth across teams.
Responsibilities:
- Interview, onboard, mentor, and promote successful Customer Success Managers (CSMs)
- Manage a team of 6-12 CSMs, fostering growth and excellence
- Resolve customer-blocking issues as a senior representative of Salesforce
- Implement strategies for Signature Success Plan renewals across teams
- Partner with peers and selling teams on capacity planning for Signature obligations
- Align customer allocations with Signature coverage, manage team-based allocations, and synchronize additional cloud resources as needed
- Oversee critical customer issues, working across Support, Critical Incident Center, and Engineering until resolution
- Work effectively in cross-functional teams (e.g., Sales, Support, Delivery), leveraging resources and building strong relationships internally and externally
- Manage escalations (support, relationship, and commercial) by setting a plan for the team, providing hands-on guidance and coaching, and stepping in when needed
- Communicate effectively with customers at the VP and C-level to secure long-term growth and retention as a trusted advisor
- Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams
- Collaborate on talent retention strategies, including career pathing, promotions, and ongoing training
- Ensure teams are proficient in New Product Introduction (NPI) and New Service Introduction (NSI) initiatives
- Stay informed on market trends, risks, and opportunities specific to customers and industries, and share insights with Territory and OU stakeholders
- Monitor key performance indicators across Customer Health, Salesforce Loyalty, Signature Delivery, and Attrition/Growth for MuleSoft Customer Success
Requirements:
- 10+ years in customer-focused account management roles
- Proven ability to thrive in fast-paced, high-growth environments, with a willingness to wear multiple hats and the confidence to challenge norms and drive customer outcomes
- Strong critical thinking, with the ability to use data and insights to identify trends and risks
- Entrepreneurial, “lead from the front” mindset: a proven motivator with deep background managing technical organizations, who drives results while balancing empathy and a people-first culture
- Strong emotional intelligence toward customers, delivering the kind of service you would expect to receive: with excellence
- Skilled communicator who knows what to say and, more importantly, how to say it, with a track record of building strong internal and external relationships and influencing account technical strategy and business outcomes at the Director/VP+ level
- Exceptional communication and presentation skills, with the ability to translate technical concepts into business terms and partner with senior client executives from IT teams to the C-level
- Familiarity with Salesforce’s products, services, and the broader industry landscape
- Established ability to build relationships with senior executives (Director/VP+) and influence technical strategy
- Strong orchestration and project management skills, including scope control, stakeholder alignment across multiple business units, timeline ownership, and executive-ready reporting
- Demonstrated success driving incremental Annual Contract Value (iACV) through expansion sales and managing Net Revenue Retention (NRR) strategies and tactics
Benefits:
- Time off programs
- Medical, dental, vision
- Mental health support
- Paid parental leave
- Life and disability insurance
- 401(k)
- Employee stock purchasing program