Customer Success Manager, Director (MuleSoft)

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Job Category

Customer Success

Job Details

About Salesforce

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As Customer Success Manager, Director for MuleSoft, you will be the senior strategic advisor and lead for a select portfolio of our most critical, high-value customers. You will own full accountability for their success: adoption, retention, expansion, and the realization of business outcomes on the MuleSoft platform. You will work cross-functionally across internal teams (Sales, Services, Product, Engineering, Support, Partners) to deliver a seamless “Signature” customer experience. You will not have direct reports; instead, you will lead through influence, partnership, and execution.

Key Responsibilities

• Serve as the named primary point of accountability for a defined set of high-profile MuleSoft Signature customers, responsible for renewal, expansion, and customer health.

• Cultivate and maintain strong relationships with business and IT-executive stakeholders (C-suite, senior sponsors) within customer organizations to align on value, outcomes, risks and executive-level objectives.

• Orchestrate the end-to-end customer lifecycle: onboarding, adoption, value realization, renewal, and growth — ensuring delivery of the Signature Success services catalogue.

• Translate the technical capabilities of the MuleSoft platform (APIs, integration, iPaaS, connectivity) into centered value for the customer, proactively guiding feature adoption, architectural risk mitigation, and transformation roadmaps.

• Monitor and drive customer health metrics (usage/adoption, value score, risk/issue escalation, expansion opportunities) and work preemptively to address at-risk accounts.

• Act as the internal customer advocate: partner with product, engineering, support and services teams to align on customer needs, resolve escalations (including high-severity incidents), and ensure high satisfaction.

• Articulate and reinforce the value proposition of the Signature Success program—ensuring customer awareness, alignment, and renewal readiness.

• Represent MuleSoft in high-stakes engagements (executive reviews, renewal negotiations, go-to-market expansions) and serve as the “face” for critical customers.

Minimum Qualifications

• 10+ years of experience in enterprise customer success, customer success / account management or post-sales leadership roles in SaaS, integration or platform businesses.

• Proven experience working with complex, large-scale enterprise customers (1000+ users, global deployments) and interacting at C-suite/senior IT & business leadership levels.

• Technical acumen in the MuleSoft platform (Anypoint Platform, API-led connectivity, integration architecture) or equivalent iPaaS/integration platforms.

• Strong ability to map technical/integration architectures to business outcomes, articulate value in business terms, and influence cross-functionally without direct line management.

• Demonstrated track-record of driving account renewal and expansion, managing risk in large accounts, and orchestrating cross-functional delivery.

• Exceptional communication, presentation, influencing skills, with provable ability to engage executive stakeholders and manage complex customer relationships.

• Bachelor’s degree (or equivalent). Advanced degree or relevant certifications (e.g., MuleSoft, integration architecture) preferred.

Desired/Preferred Qualifications

• Experience in the Signature Success model or a high-touch post-sales delivery framework.

• Background in integration, APIs, digital transformation or enterprise architecture.