Customer Success Associate

Mural Health

2d • Remote

About The Position

Mural Health is a fast-growing clinical technology start-up that makes clinical trials easier for participants. Our mission is to eliminate any barriers participants or caregivers experience while being part of a clinical trial. Mural Health is looking to expand our team with a Customer Success Associate. This is a role for someone who takes pride in the details and in the relationships and wants to grow from there.

Requirements

• 1-3 years of client facing experience, you're comfortable owning relationships, following through, and being the person people count on
• Strong communicator who can adapt to the room, whether that's a hands-on troubleshooting call with a site coordinator or a strategic check-in with a site network's account team
• Highly organized and self-directed - you are comfortable managing multiple workstreams in a fast moving environment
• You think structurally and pick up new platforms quickly; configuration and data work at volume doesn't slow you down
• Comfortable using AI tools to streamline repetitive tasks; you’ve experimented with automating data entry, reformatting information, or cleaning up inputs and you want to go deeper

Nice To Haves

• Some exposure to healthcare, clinical research, or life sciences, whether through work, internship, or coursework. You should be genuinely curious about the space
• Project or program coordination experience with a track record of improving the process, not just running it
• Comfort working in a startup or high-growth environment where the manual doesn’t exist yet

Responsibilities

• Serve as the primary point of contact for clinical trial sites and site networks — building relationships with both the operational and account contacts who oversee the platform at the network level and the site coordinators using it day to day
• Tailor your support to who you're talking to — whether that's a strategic check-in with a site network's account team or hands-on troubleshooting with a coordinator processing a visit
• Lead site onboarding and training, ensuring coordinators at new sites understand the platform and feel confident using it from day one
• Monitor platform experience across your site portfolio — catch issues early, escalate when needed, and follow through until they're resolved
• Represent site feedback internally so patterns get addressed, not just individual tickets
• Collect and enter study and site configuration data from sponsors into the platform accurately and completely — including payment schedules, visit types, and IRB-approved compensation amounts — ensuring everything is in place before sites go live
• Support the activation of sites for large, complex sponsor programs with hundreds of sites coordinating with internal technical teams on integration needs like EDC connections and site system setups
• Maintain clean, reliable records that the CS team and sponsors can depend on catching discrepancies early and resolve them before they become problems.
• Pay attention to patterns across studies, where data tends to be incomplete, where sponsors and sites get stuck, where the process slows down
• Bring observations and recommendations to CS, operations, and Product to improve how we work and how the platform evolves
• Contribute to process documentation that makes the next study run more smoothly than the last

Benefits

• equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.
• reasonable accommodations to individuals with disabilities in accordance with applicable laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed