Senior Customer Success Manager
Offer summary
Qualifications:
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 with the ability to listen, diagnose, and solve problems effectively., Clear communication skills for engaging both tactical and strategic audiences..Key responsabilities:
- Own and drive the complete customer lifecycle from onboarding to renewal and expansion.
- Cultivate trusted relationships with customer stakeholders and act as a strategic advisor.
- Develop and execute strategic account plans to align Mursion’s solutions with customer goals.
- Drive product adoption and identify upsell opportunities to enhance customer retention and growth.
Job description
Mursion provides an award-winning upskilling platform trusted by top companies to measurably improve employees' interpersonal intelligence and build stronger organizations. Powered by multimodal AI and a unique practice-based approach, our real-world, interactive simulations deliver lasting results. Our solutions are grounded in behavioral science and psychology to build confidence and positive behaviors, and ultimately help reduce the costs of stress. Mursion’s product suite includes AI-powered simulations, human reinforcement assessment & coaching, and advanced analytics that lead to measurable skills acquisition.
Mursion is a well-funded Series B startup that is backed by future of work and Edtech investing veterans, like Leeds Illuminate and New Markets Venture Partners. Mursion is the largest simulation company, with more than 800K+ simulations to date and more than 200K users per year, with a growing global footprint. By 2026, we will be delivering 2 million simulations per year.
About Us
We're on a mission to transform how people learn and grow through immersive, high-impact simulation and coaching experiences that empower individuals and organizations to achieve transformative growth. At Mursion, we’re building a future where impactful learning is accessible and scalable. As we expand, we're looking for a strategic, proactive, curious, and customer-obsessed Customer Success Manager (CSM) to play a pivotal role in shaping our customer success journey. This is a unique opportunity to lay the groundwork and help to build the processes, relationships, and outcomes for long-term customer partnerships.
About the Role
As a Mursion CSM, you'll be more than an account manager - you’ll be a trusted strategic advisor and partner. You’ll own the post-sale customer relationship, driving adoption, maximizing value, and fostering long-term growth. 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.
What You’ll Do
Customer Relationship Management
- 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
Strategic Account Management
- 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
Value Realization, Retention & Growth
- 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
Process & Scale
- 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
What You'll Bring
- 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
Bonus Points If You Have
- 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
Why You’ll Love It Here
- Join a mission-driven team that’s innovating the future of immersive learning
- Play a significant role in shaping the future of our Customer Success organization and how we deliver exceptional customer experiences
- Enjoy growth opportunities, with potential for leadership and strategic roles as we scale
- Champion a solution that helps people thrive in their careers and beyond
Apply today!
We understand that not everyone will demonstrate proficiency in all of the areas listed under the responsibilities and qualifications. At Mursion, we strive to raise the bar! We encourage women and historically marginalized communities to apply if you feel your skills and life experiences are transferable to some of the qualifications in the job description.
Our Values
We cultivate empathy
Empathy is at the core of all we do. We make time to communicate and listen before we take action. We make decisions based on reasoned analysis and authentic care for the aspirations of our partners and colleagues.
We lead with curiosity to create lightbulb moments
Our team is strengthened by having the courage to thoughtfully ask difficult questions. We are results-oriented innovators who create dynamic solutions to complex problems by encouraging transparency, creativity, and iteration. We are energized by thought-provoking conversations and the diverse perspectives of our partners and peers.
We strive to raise the bar
We see ourselves as trailblazers in simulation. Our learning theory is grounded in research and we demand empirical evidence before concluding our efforts have been successful. We always look for ways to improve. We recognize we live in an imperfect world and we embrace our responsibility to promote shared understanding and elevate humankind.
We have the courage to be human
We are a fun-loving, driven team of developers, artists, entrepreneurs, operational masterminds, and technologists dedicated to the proposition that learning experiences can be powerful and playful. We recognize that we are more than a business; we are a community of unique individuals with a collective focus to improve human interactions through practice. It is through our humanity that we create better products and learning experiences for our partners.
Compensation and perks: Salary commensurate with experience. For full-time employees, Mursion offers competitive benefits, which include full medical, dental, and vision insurance, a 401k program, paid holidays, and flexible PTO.
Collaborate with a unique blend of employees ranging from 3D artists, software developers, operations, sales, and finance teams to actors who deliver interactive, highly immersive simulations.
Be at the forefront of reinventing learning for the future workforce.
How to Apply: Qualified candidates should submit a resume. Applications will be reviewed on a rolling basis, so interested parties are encouraged to submit as soon as possible.
Mursion is an equal opportunity employer and encourages applications from People of Color, Women, Persons with Disabilities, and the LGBTQIA+ community.
We are not accepting agency submissions at this time. Please don't send unsolicited candidate resumes to Mursion employees. They will not be accepted.
Required profile
Experience
Hard Skills
Other Skills
- Strategic Planning
- Relationship Building
- Adaptability
- Teamwork
- Communication
- Problem Solving
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