Customer Success Manager, Mulesoft

Job Details

MuleSoft, acquired by Salesforce in 2018, is the #1 Integration and API Platform. The mission of MuleSoft Customer Success is: ?Leading with our values, our mission is to help every MuleSoft Customer connect their applications, data, and devices, and realize (and acknowledge) an outsized return o on their investment in MuleSoft Software.? The values of MuleSoft Customer Success are Trust (say what we do; do what we say), Customer Success (our absolute priority), Innovation (challenge the status quo as we continually improve), and Equality (equality and care for all). The role of MuleSoft Customer Success is to drive measurable customer success at every MuleSoft customer, which means a) drive adoption of MuleSoft software; b) help customers to connect their applications, data, and devices to achieve measurable outcomes; and c) build promoters of MuleSoft. In doing so, we secure balanced, profitable growth for MuleSoft by retaining customers and crafting add‑on sales opportunities.

What You’ll Do

• Partner with customers to deliver outsized returns on their investment in MuleSoft software by delivering, measuring, and presenting value throughout the customer lifecycle.
• Act as the trusted partner for customers on use‑cases and product functionality, and how to align use‑cases with Catalyst, MuleSoft’s best practice.
• Coordinate various cross‑functional teams at MuleSoft to ensure customers get what they need to connect their applications, data, and devices, and receive an excellent and consistent customer experience, all the time, every time.
• Accurately represent the voices of customers inside MuleSoft, ensuring the health of customers is precisely captured and making their voices heard as appropriate.
• Be accountable for, and lead, customer success planning and execution across a portfolio of customers, and support other cross‑functional teams in the development and execution of account strategy, driving customer retention and expansion.

What We’re Looking For

• Proven track record of performance in customer‑facing roles with a technology bias, such as Consultant, Sales/pre‑sales, Technical Account Management, Project Manager, Enterprise Architect, Customer Success Manager, etc.
• Alignment with our core values of Trust, Customer Success, Innovation, and Equality.
• Ability to build structure in ambiguous situations and craft effective plans followed by flawless execution to exceed customer expectations.
• Excellent communication skills, written and verbal.
• Passion for technology and for being part of a hyper‑growth SaaS company.
• An understanding of software development and/or engineering, including IT systems integration and APIs.
• A self‑starter who is equally comfortable working on their own and as part of an impactful team.
• Experience working with cross‑functional teams (e.g., sales, support, services, product, etc.).
• Do what it takes and a fearless demeanor, with a steadfast desire to take ownership and make things incredible.
• Experience working on digital/technology transformation programs in customer‑facing roles.
• Track record of managing large, sophisticated digital/technology programs and successfully handling difficult customers or customer situations.
• Demonstrable experience in navigating sophisticated, multi‑divisional, multi‑geographical organizations to identify the right customer partners and build trusted‑advisor relationships.
• Demonstrable executive presence and communication abilities.
• Strong leadership skills.
• Emerging working experience in software development and/or engineering, integrating IT systems, and developing/managing APIs.
• Experience in developing and implementing IT systems integration strategies and API strategies.