Senior Customer Success Manager

Summary

Join Mursion, an award-winning upskilling platform, as a Customer Success Manager (CSM) and play a pivotal role in shaping our customer success journey. As a Mursion CSM, you will be a trusted strategic advisor and partner, owning the post-sale customer relationship, driving adoption, maximizing value, and fostering long-term growth. You will guide customers through their journey, ensuring they achieve desired outcomes with our innovative simulation solutions. You will work closely with cross-functional teams to deliver value, uncover growth opportunities, and build champions across our customer base. This is a high-impact individual contributor role with significant growth potential as we scale and transform how people learn. Mursion offers competitive benefits, including full medical, dental, and vision insurance, a 401k program, paid holidays, and flexible PTO.

Requirements

• 5-7 years of experience in Customer Success, Account Management, or related roles within a SaaS organization
• Demonstrated success in managing a book of business and delivering on retention and growth targets
• Strong customer instincts—strong ability to listen, diagnose, and solve problems
• Clear, confident communication skills, capable of engaging both tactical and strategic audiences
• Proven ability to collaborate effectively with cross-functional teams (Sales, Product, and Marketing)
• A growth mindset, adaptable and excited to work in a fast-paced startup environment, and a roll-up-your-sleeves attitude

Responsibilities

• Own and drive the complete customer lifecycle, from seamless onboarding to successful renewal and expansion
• Cultivate trusted relationships with customer stakeholders, becoming a strategic advisor and advocate for their success
• Conduct engaging Quarterly Business Reviews (QBRs) and regular check-ins, demonstrating the business value and impact of Mursion
• Develop and execute strategic account plans, aligning Mursion’s solutions with customer goals, identify key stakeholders, adoption milestones, and expansion opportunities
• Identify and build relationships with executive decision makers (“power”) to facilitate strategic conversations and align on business outcomes
• Act as the connector between customer needs and internal teams (Product, Sales, Marketing) championing the voice of the customer
• Implement and refine structured QBRs and executive reviews to reinforce value, align and track KPIs, and maintain executive engagement
• Collaborate with leadership on executive sponsor programs and customer reference strategies
• Drive product adoption, usage, and value realization to improve customer retention (GRR) and identify expansion (ARR) opportunities
• Proactively manage customer health, identifying and mitigating risks to prevent contraction or churn
• Identify and execute upsell and cross-sell opportunities to expand partnerships
• Contribute to the development of scalable processes, playbooks, and customer lifecycle frameworks
• Pilot and refine new processes that support the company’s growth
• Maintain accurate records in HubSpot, ensuring data integrity and accurate forecasting

Preferred Qualifications

• Experience with simulation technology, AI solutions, or Learning and Development (L&D) or Human Resources (HR) technology platforms
• Experience building foundational Customer Success processes in a startup environment

Benefits

• Full medical, dental, and vision insurance
• A 401k program
• Paid holidays
• Flexible PTO