Senior Customer Success Manager

📋 Description

• • As a Senior Customer Success Manager at Tactivos Inc., you will be instrumental in nurturing and growing a dedicated portfolio of high-value, Enterprise accounts based in the AMER region. These accounts are currently in a growth phase with Mural, and your primary mission is to ensure they achieve maximum value from their investment.
• • Your role is pivotal in driving user adoption, deepening stakeholder relationships, and acting as a trusted advisor. You will proactively engage with customers to understand their evolving business needs and strategic objectives, translating these into actionable plans that leverage the full capabilities of the Mural platform.
• • A key aspect of this position involves cross-functional collaboration. You will work closely with Product, Sales, and Consulting teams, sharing critical customer insights, feedback, and success stories. This collaborative approach ensures that customers consistently achieve their desired business outcomes while also informing Tactivos Inc.'s broader product strategy and market approach.
• • At Tactivos Inc., we pride ourselves on a distinctive approach to customer success. We seek individuals who are not only skilled but also possess a creative, resourceful, and solutions-oriented mindset. The ideal candidate thrives on tackling challenges, demonstrating the ability to deliver exceptional results even when faced with ambiguity or limited resources, embodying agility and innovation in their daily work.
• • You will be responsible for overseeing a portfolio of approximately 25 North America-based customers. This responsibility encompasses the entire customer lifecycle, from onboarding and initial adoption through to proactive engagement, retention strategies, and identifying opportunities for expansion.
• • As a subject matter expert in Mural and the LUMA Institute methodologies, you will actively identify and initiate strategic plays. These may include targeted enablement sessions, on-site customer visits, and tailored campaigns designed to significantly boost platform utilization and adoption rates.
• • Cultivating and strengthening meaningful executive relationships across multiple business units within your accounts is a core function. You will leverage your expertise to position yourself as a strategic partner, understanding the customer's organizational landscape and aligning Mural's capabilities with their strategic priorities.
• • Proactive risk management is essential. You will diligently monitor customer health scores, analyze trending usage data, and identify key triggers that may indicate potential churn. Utilizing your deep account knowledge, you will develop and implement effective mitigation plans to ensure customer retention and satisfaction.
• • Maintaining operational excellence is paramount. This involves ensuring that all customer and engagement records are kept accurate, up-to-date, and actionable, leveraging tools such as Gong and Gainsight to streamline workflows and provide data-driven insights.
• • You will serve as a strong internal advocate for your customers. By meticulously documenting and sharing customer success stories, valuable feedback, and emerging use cases, you will champion their needs and successes across the organization.
• • Conducting thorough discovery sessions is crucial for understanding customer business goals, identifying key sponsors and champions, defining success metrics, uncovering innovative use cases, and quantifying the business impact of Mural.
• • Close collaboration with your Sales counterparts is vital. You will work in tandem on account strategy, ensuring seamless renewals and proactively identifying and pursuing opportunities for account growth and expansion.
• • Your approach to managing your book of business should be innovative, collaborative, and agile. We encourage you to bring a unique point of view and creative solutions to every customer engagement, demonstrating a proactive and results-driven attitude in a dynamic, fast-paced environment.