Mural
Customer Experience
Manager,CustomerSuccess,EMEA&APAC
Neural analysis suggests this role is
optimal for Senior candidates.
“Manager, Customer Success, EMEA & APAC at Mural. Skills: Customer Success, people leadership, coaching, operational performance, customer value realization, CSM professional development, team execution, operational consistency. Lead, coach, and develop a team of 8 CSMs across EMEA and APAC. Set clear expectations for customer portfolio discipline, customer engagement quality, adoption planning, risk management, and internal collaboration”
What You'll Achieve.
realize measurable value from Mural; drive adoption, value realization, risk mitigation, and sustainable growth; drive team execution, operational consistency, customer value realization, and CSM professional development; build effective customer relationships; identify risks early; improve adoption; surface growth opportunities; strengthen core skills; Drive consistent execution of the regional CS operating cadence; create visibility into customer health, engagement, risks, and opportunities; improve team focus, prioritization, and execution; support growth: driving adoption, documenting value, developing champions, surfacing expansion indicators, and equipping Sales with customer insight; improve account coordination and reduce ambiguity around roles, ownership, and next steps; translate adoption, value, risk, and stakeholder insights into actionable recommendations for Sales; help customers define success, increase adoption, realize measurable value, and build internal advocacy for Mural; ensure proactive intervention; remove blockers, share customer insights, and improve customer outcomes; Support change management for new CS programs, tools, and processes by ensuring clear rollout, adoption, and feedback within the team
Industry & Context.
Based in the Netherlands or Spain, willingness to travel occasionally for team, customer, or company meetings
What They're Looking For.
Must Have
5+ years in Customer Success, Account Management, or a related customer-facing SaaS role, 1+ years of people leadership, team lead, mentoring, or coaching experience, understanding of Customer Success Fundamentals including adoption, value realization, customer health, risk mitigation, stakeholder engagement, and success planning in a B2B SaaS environment, Demonstrated ability to coach CSMs, set clear expectations, give actionable feedback, and build a culture of accountability and continuous improvement, Comfortable using data, systems, and operating cadences to improve visibility, prioritization, and execution across a team, Experience partnering and working closely with Sales, Account Management, or Revenue teams to support retention, expansion identification, account planning, and customer value alignment, Clear, structured communicator who can operate across cultures, time zones, and cross-functional teams, Exceptional communication skills with comfort engaging executive audiences and driving strategic conversations, Based in the Netherlands or Spain
Nice to Have
experience within collaboration, productivity, work management, or horizontal platform software, Experience working with customers or teams across EMEA and/or APAC, willingness to travel occasionally for team, customer, or company meetings
What You'll Do.
and develop a team of 8 CSMs across EMEA and APAC
Set clear expectations for customer portfolio discipline
customer engagement quality
and internal collaboration
Provide regular coaching through 1: 1s
customer strategy sessions
and performance feedback
Help CSMs strengthen core skills
Drive consistent execution of the regional CS operating cadence
Ensure high-quality and timely use of CS systems such as Gainsight and Gong
Use data and qualitative insights to identify patterns across the region and improve team focus
Reinforce adoption of global CS processes and provide practical feedback
Partner closely with Sales leaders to align on customer priorities
and expansion signals
Ensure CSMs are clear on their role in supporting growth
Establish and maintain a regular operating rhythm with Sales counterparts
Support account growth planning for priority customers
Coach the team to help customers define success
realize measurable value
and build internal advocacy for Mural
Inspect customer health
stakeholder engagement
Support CSMs in navigating complex customer situations
Step into customer conversations when needed
Collaborate with Product
Solutions Consulting and Support to remove blockers
share customer insights
and improve customer outcomes
Represent regional patterns and team feedback in CS leadership discussions
Support change management for new CS programs
How You'll Work.
Team & Collaboration
partnering closely with Sales, Product, Marketing, and Solutions Consulting; partnership with Sales; close partnership with Sales; internal collaboration; Partner closely with Sales leaders; Establish and maintain a regular operating rhythm with Sales counterparts; equipping Sales with customer insight; Collaborate with Product, Marketing, Solutions Consulting and Support
Communication Scope
clear communication; Clear, structured communicator; Exceptional communication skills; comfort engaging executive audiences; driving strategic conversations
Full Job Description
ABOUT THE TEAM We are a high-impact Customer Success organization focused on helping customers across EMEA and APAC realize measurable value from Mural. Our Customer Success Managers support customers across mid-market and strategic segments, partnering closely with Sales, Product, Marketing, and Solutions Consulting to drive adoption, value realization, risk mitigation, and sustainable growth. Our culture rewards operational excellence, customer focus, clear communication, strong partnership with Sales, and leadership that helps CSMs grow and perform at their best. YOUR MISSION You will lead the day-to-day execution, coaching, and operational performance of the EMEA and APAC CS team, supporting CSMs across mid-market and strategic customers. Your mission is to drive strong team execution, operational consistency, customer value realization, and CSM professional development. You will coach your team to build effective customer relationships, identify risks early, improve adoption, and surface growth opportunities in close partnership with Sales. WHAT YOU'LL DO - Lead, coach, and develop a team of 8 CSMs across EMEA and APAC. - Set clear expectations for customer portfolio discipline, customer engagement quality, adoption planning, risk management, and internal collaboration. - Provide regular coaching through 1:1s, account reviews, call reviews, customer strategy sessions, and performance feedback. - Help CSMs strengthen core skills including stakeholder mapping, value realization, success planning, adoption strategy, risk communication, and commercial partnership with Sales. - Drive consistent execution of the regional CS operating cadence, including account reviews, risk reviews, customer health inspection, renewal readiness inputs, and expansion signal tracking. - Ensure high-quality and timely use of CS systems such as Gainsight and Gong to create visibility into customer health, engagement, risks, and opportunities. - Use data and qualitative insights to ident
Applying for this Manager, Customer Success, EMEA & APAC role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Ashby
- Ashby is a fast modern ATS — most applications take under 3 minutes.
- The resume parser is strong; verify parsed experience dates and job titles.
- Custom screening questions are often scored algorithmically — answer completely.
- Location field affects geo-based screening; use your actual metro area.
ANONYMOUS · UNFILTERED
What do employees actually say about Mural?
Real rants from real employees. Read before you apply.