Customer Success Manager
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 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.
What You’ll Do
Account Management & Retention
- 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
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
How We Measure Success
- Gross retention rate (GRR) and renewal attainment
- Customer health scores and engagement
- Expansion or upsell contribution (ARR growth)