Customer Success Manager - Remote

Overview

At Mural Health, our mission is to make clinical trials easier for participants and caregivers by eliminating barriers to participation. As a Customer Success Manager (CSM), you’ll ensure our customers achieve meaningful outcomes while also helping Mural Health refine and scale how we deliver value.

In Short

• Champion customers: Serve as the primary post-sale partner, building trusted, strategic relationships that deliver measurable impact from onboarding through full life cycle of each study
• Enable adoption & outcomes: Lead onboarding and training, monitor account health, and deliver regular business reviews that highlight results, insights, and opportunities
• Take Initiative: Take ownership of complex accounts, anticipate challenges, and drive solutions
• Bring insights to scale: Identify process improvements, strengthen internal workflows, and influence customer success strategy
• Collaborate cross-functionally: Advocate for customers across Mural Health, partnering with product, operations, Patient Kindness, and marketing teams to improve solutions and participant support
• Drive growth: Identify and support additional opportunities, collaborating with sales and marketing to expand customer relationships
• Share the story: Capture and communicate customer feedback, case studies, and success stories to drive internal improvements and customer advocacy

Requirements

• You are an exceptional communicator: clear, persuasive, and effective with stakeholders at every level
• You are a problem solver: able to structure problems, create actionable strategies, and influence stakeholders
• You thrive in a startup environment: adaptable, proactive, and comfortable managing ambiguity
• You combine strategic vision and tactical execution: delivering on customer needs today while shaping long-term improvements
• You are motivated to improve patient and caregiver experiences in clinical trials
• 3-5+ years of progressive client-facing experience in Account Management, Customer Success, or Consulting, leading customer engagements and initiatives
• Bachelor's degree in business, life sciences, healthcare, or related field or equivalent work experience.
• Experience in healthcare, life sciences, or clinical trials with understanding of pharmaceutical/biotech sponsor relationships preferred
• Proven track record managing complex customer accounts and delivering measurable outcomes (retention, adoption, satisfaction, or process improvements)
• Excellent communication and presentation skills with ability to engage both clinical and technical audiences
• Strong problem-solving abilities and customer-centric mindset
• Experience with CRM and project management systems (Salesforce, Asana, Jira, Aha!, or similar)
• A sense of humor!

Benefits

• Equal employment opportunities (EEO) to all employees and applicants
• Reasonable accommodations for individuals with disabilities