Customer Success Manager
New
M
Mursion IncHRTech, EdTech, simulation/AI learning solutions
United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5-7 years
- Required Skills
- HubSpot
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
- Experience with HRTech, EdTech, or simulation/AI learning solutions (bonus)
- Experience building Customer Success or Account Management practices in a growth-stage SaaS company (bonus)
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 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
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