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Mural Health is a fast-growing clinical technology startup on a mission to eliminate barriers for participants and caregivers in clinical trials. As Director of Customer Success, you will build and lead a team that partners with the company's largest and most strategic customers—primarily sponsors and CROs running complex trials—ensuring they realize full value from the Mural Health platform.
You will own the health and growth of customer relationships while serving as an executive-level partner for top accounts. Your responsibilities include building a high-performing Customer Success team with clear structure, goals, and career development paths; strengthening relationships with enterprise customers through executive business reviews and strategic account management; and implementing scalable processes and playbooks that reduce reliance on individual knowledge.
Key responsibilities: Lead and develop a team of Customer Success Managers, establishing team structure, coverage models, and account segmentation. Serve as the senior relationship owner for Mural Health's largest accounts, navigating complex multi-stakeholder organizations and anticipating risk. Design and implement repeatable customer success playbooks covering onboarding, adoption, business reviews, and renewals. Build systems to track account health, flag risk early, and monitor key metrics including retention, net revenue retention, product adoption, and customer satisfaction. Maintain operating rhythms with Product, Engineering, Support, and Sales, representing the voice of enterprise customers in product discussions and partnering on expansion and renewal planning.
Within your first year, you will have built a structured, accountable team; strengthened relationships with strategic customers; improved retention and expansion metrics; implemented scalable processes; and established strong cross-functional collaboration that turns customer insights into action.
You report to the SVP of Customer Experience and will work in a fully remote capacity within the US.
