Senior Customer Success Manager

Mursion provides an award-winning upskilling platform trusted by top companies to measurably improve employees' interpersonal intelligence and build stronger organizations. Powered by multimodal AI and a unique practice-based approach, our real-world, interactive simulations deliver lasting results. Our solutions are grounded in behavioral science and psychology to build confidence and positive behaviors, and ultimately help reduce the costs of stress. Mursion’s product suite includes AI-powered simulations, human reinforcement assessment & coaching, and advanced analytics that lead to measurable skills acquisition.

Mursion is a well-funded Series B startup that is backed by future of work and Edtech investing veterans, like Leeds Illuminate and New Markets Venture Partners. Mursion is the largest simulation company, with more than 800K+ simulations to date and more than 200K users per year, with a growing global footprint. By 2026, we will be delivering 2 million simulations per year. 

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 CSM, you'll be more than an account manager - you’ll be a trusted strategic advisor and partner.  You’ll own the post-sale customer relationship, driving adoption, maximizing value, and fostering long-term growth.  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

Customer Relationship Management

• Own and drive the complete customer lifecycle, from seamless onboarding to successful renewal and expansion
• Cultivate trusted relationships with customer stakeholders, becoming a strategic advisor and advocate for their success
• Conduct engaging Quarterly Business Reviews (QBRs) and regular check-ins, demonstrating the business value and impact of Mursion

Strategic Account Management

• 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 decision makers (“power”) to facilitate strategic conversations and align on business outcomes
• Act as the connector between customer needs and internal teams (Product, Sales, Marketing) championing the voice of the customer Implement and refine structured QBRs and executive reviews to reinforce value, align and track KPIs, and maintain executive engagement
• Collaborate with leadership on executive sponsor programs and customer reference strategies

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
  
  

What You'll Bring

• 5-7 years of experience in Customer Success, Account Management, or related roles within a SaaS organization
• Demonstrated success in managing a book of business and delivering on retention and growth targets
• Strong customer instincts—strong ability to listen, diagnose, and solve problems
• Clear, confident communication skills, capable of engaging both tactical and strategic audiences