Senior Customer Success Manager, MuleSoft

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Job Category

Mulesoft – Customer Success Group

Job Details

Job Description

The role of MuleSoft Customer Success is to drive measurable customer success at every MuleSoft customer, which means a) drive adoption of MuleSoft software; b) help customers to connect their applications, data, and devices to achieve measurable outcomes; and c) create promoters of MuleSoft.

In doing so, we secure sustainable, profitable growth for MuleSoft by retaining customers and creating add-on sales opportunities.

What You’ll Do

Partner with customers to deliver outsized returns on their investment in MuleSoft software, by:

• Delivering, measuring, and communicating ROI for our customers, throughout the customer lifecycle
• Being the trusted partner for customers on use-cases and product functionality, and how to align use-cases with Catalyst, MuleSoft’s best practice.
• Coordinating various cross-functional teams at MuleSoft, to ensure customers get what they need to connect their applications, data, and devices, and receive an excellent and consistent customer experience, all the time, every time.
• Accurately representing the voices of customers inside MuleSoft, ensuring the health of customers is properly captured, and making their voices heard as appropriate.

The Customer Success Manager is accountable for, and leads, customer success planning and execution across a portfolio of customers, and supports other cross-functional teams in the development and execution of account strategy, driving customer retention and expansion.

What We’re Looking For

• Proven track record of performance in your career to-date in customer-facing roles with a technology bias, such as Consultant, Sales / Pre-sales, Technical Account Management, Project Manager, Enterprise Architect, Customer Success Manager, etc.
• Alignment with our core values of Trust, Customer Success, Innovation, and Equality.
• Ability to create structure in ambiguous situations and design effective plans followed up with flawless execution to exceed customer expectations.
• Excellent communication skills, written and verbal.
• Passion for technology and for being part of a hyper-growth SaaS company.
• An understanding of software development and/or engineering, including IT systems integration and APIs.
• A self-starter who is equally comfortable working on their own and as part of a high performing team.
• Experience working with cross-functional teams (e.g. sales, support, services, product, etc).
• Do what it takes and a fearless attitude, with an insatiable desire to take ownership and make things awesome.
• Experience working on digital / technology transformation programs in customer-facing roles.

To stand out as a candidate you will also need to demonstrate:

• Track record of managing large, complex digital / technology programs in customer-facing roles, and the ability to successfully handle difficult customers or customer situations.
• Demonstrable experience in navigating complex, multi-divisional, multi-geographical organizations to identify the right customer stakeholders and build trusted advisor relationships.
• Demonstrable executive presence and communication abilities.

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