Customer Success Manager

Mursion Inc

1d•Remote

About The Position

As a Mursion Customer Success Manager, you’ll be a trusted strategic advisor and partner. You will be responsible for nurturing and expanding relationships with a portfolio of existing clients. You’ll ensure customers achieve meaningful outcomes, resulting in strong adoption, retention, and healthy renewals and expansions. Your expertise will be instrumental in guiding customers through their journey, ensuring they achieve desired outcomes with our innovative simulation solutions. You’ll own the post-sale relationship and drive adoption, retention, and expansion. You’ll 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.

Requirements

5-7 years of experience in Account Management, Customer Success, 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

Nice To Haves

Experience with HRTech, EdTech, or simulation/AI learning solutions
Experience building Customer Success or Account Management practices in a growth-stage SaaS company

Responsibilities

Serve as the primary post-sale point of contact, ensuring customer goals are met through effective onboarding, adoption, and renewal.
Build strong, trusted relationships across your portfolio, from daily champions to executive sponsors.
Conduct structured QBRs to align on outcomes, demonstrate ROI, and secure renewals.
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 buyers to facilitate strategic conversations and align on business outcomes
Partner with Product, Sales, and Marketing to connect customer needs
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 andcross-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