Customer Success Manager (London)

 Are you looking for an opportunity to make a difference at a high-growth, pre-IPO powerhouse while building your career?

Customers are the lifeblood of our company and MuleSoft is looking for strategic, sales-focused, and results-driven Customer Success Managers (CSMs) to engage, retain, and enable our customers to fully utilize the MuleSoft Anypoint Platform. The CSM is ultimately responsible the complete post-sales lifecycle of a portfolio of MuleSoft customers.  As a CSM, you will be the primary advocate for each customer, guiding them along a path to success and engaging resources across MuleSoft to accelerate the expansion of MuleSoft within each customer. The ideal candidate will be as passionate about MuleSoft solutions as they are about providing an exceptional experience for every customer.  

 

About the Position:

Own the ultimate success of MuleSoft’s customers, including customer onboarding, project success, retention, and renewal. You ensure that customers derive maximum value from their investments in MuleSoft and fully leverage their subscriptions and services on an ongoing basis.

  • Identify and develop new opportunities for expansion across the customer’s business and collaborate with the sales team to ensure subscription growth and increased solution footprint
  • Drive seamless onboarding processes and work cross-functionally with our support and services team to proactively manage each customer’s successful deployment
  • Develop and implement tailored programs that provide continued value to the customer, ensure renewals and drive long-term account growth
  • Proactively manage each customer’s business needs and environments – actively seek opportunities to up-sell, cross-sell and generate referrals
  • Drive and execute customer renewals

 

Position Deliverables:

  • 30 days: Learn, be familiar with MuleSoft solutions, positioning, competition, and product suite. Internalize MuleSoft customer success stories and Customer Success systems and processes
  • 60 days: Begin to engage your portfolio of customers. Become fluent in their history, their goals with MuleSoft, and the MuleSoft team supporting them
  • 90 days: Be fully ramped and executing against your initial portfolio of customers. Take ownership of the engagement, retention, and growth of your customers  

 

About You:

Essentials:

  • 3+ years of sales account management or related experience
  • Degree educated, Upper Second Class honors or equivalent from a reputable university
  • Track record of consistently overachieving on targets, specifically focussing on upselling and renewals within technology
  • 3 years+ working with customers across the UK and EMEA within the technology sector
  • Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities
  • 3+ years experience with open source solutions or with an annual subscription sales model
  • Articulating a business value proposition in an engaging and persuasive manner
  • Experience managing 100+ customers

 

Beneficial:

  • Self-starter with a proven track record of driving customer success and aligning in complex customer environments at the executive and department levels
  • Ability to understand customer requirements, identify upsell and cross-sell opportunities to deepen penetration of MuleSoft solution within customer environment
  • Fanatical about customer success and tenacious at driving long-term customer value
  • Highly data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio
  • Excellent verbal and written communication skills - superior academic performance
  • Team player with the highest level of integrity. This is a MuleSoft core value
  • Passionate about technology and how it can be leveraged to drive business impact

 

About Our Benefits:

  • Pre-IPO equity
  • Private medical
  • Pension, child care vouchers, EAP and income protection benefits
  • 25 holidays + 8 bank holidays
  • Mac or PC
  • Fully stocked kitchen, regular catered lunches
  • Annual, all-company weeklong MeetUp trip for collaboration, learning and inspiration

Salary: £70,000 - £90,000 per annum

Closing date: 15th December 2016

 

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