Customer Success Manager


March 10, 2021

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.
Job Category
Mulesoft - Customer Success Group
Job Details
MuleSoft, a Salesforce Company sits at the heart of all convergent technologies trends (SaaS, big data, APIs, microservices, etc.), and our developers are tackling some of the most challenging problems in technology today.
MuleSoft thrives off the success of our customers, and we're looking for strategic, growth-focused, and results-driven Success Managers to engage, retain, and enable MuleSoft’s customers. Our Customer Success team serves as the primary advocate for our customers, guiding them along a path to success and engaging resources across MuleSoft to accelerate the adoption and expansion of MuleSoft Anypoint Platform.
As a Success Manager, you are ultimately responsible for the complete post-sales lifecycle of a portfolio of MuleSoft customers, and through your partnership, customers will derive maximum value from their investments using MuleSoft’s methodologies, leading to project success, retention, and renewal. Few roles provide such a direct impact on the growth of the company.
New to Customer Success? These are the core skills you'll need to be successful:

  • 4 to 5 years of experience in management consulting, technical account management, or enterprise software sales is preferred

  • Proven track record of achieving targets and goals, preferably in a sales setting

  • Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions

  • Has handled difficult customers or situations and can demonstrate resolutions

  • Strong proven work ethic (this is not a 9-5 job)

  • Willingness to tackle things on your own

  • Must work within a team environment with sales and services peers

  • Ability to navigate data and people to find answers

  • Ability to travel 30% time

  • Proficient English, Spanish and Portuguese speaking skills

Seasoned Customer Success professional? These are the core skills you'll need to be successful:

  • Familiarity with enterprise software and/or hands on software development and delivery experience with an interest in connectivity solutions (Integration, API management, and related SDLC is a plus)

  • Ability to create and deliver presentations with compelling messages to technology and business audiences; you are a natural, credible technology evangelist with experience in translating that passion into business impact for customers

  • Significant customer facing experience leading enterprise customers through business or technology transformations with large account/project management experience

  • Integrity in all that you do, especially with customers while growing your account base

  • Eager to contribute beyond your role and lead strategic initiatives to improve the customer experience with MuleSoft

  • Previous experience with open source solutions or with an annual subscription sales model is a plus; revenue/quota management experience is a plus

  • Willingness to travel to spend significant time onsite with strategic customers

What you’ll achieve:
3 months:

  • Become familiar with MuleSoft messaging, delivery blueprint, solutions, positioning, competition and product suite

  • Begin to meet and engage your portfolio of customers and become fluent in their history, their business outcomes, and their goals

  • Develop working partnerships with the MuleSoft account team supporting your customers

  • Internalize MuleSoft customer success stories and customer success systems and processes

12 months:

  • Own the engagement, retention, and growth of your customers

  • Build and foster relationships with senior executives in business and IT to ultimately achieve alignment with Business Outcomes and secure partnership in their transformation initiatives

  • Obtain MuleSoft messaging certification

  • Take one or more MuleSoft solution classes

  • Evangelize MuleSoft customer success stories and customer success systems and processes

  • See tangible outcomes and deliverables due to successful transformation path, leveraging the Anypoint Platform

  • Partner with AE to organize the internal account teams supporting your accounts

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