Mural Health · 6 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
3+ years expMural Health is dedicated to making clinical trials easier for participants and caregivers. The Customer Success Manager will act as a trusted advisor to clinical trial sponsors and sites, ensuring they achieve meaningful outcomes and helping to refine the delivery of value.
Clinical TrialsData StorageInformation TechnologySoftwareTransportation
Responsibilities
Champion customers: Serve as the primary post-sale partner, building trusted, strategic relationships that deliver measurable impact from onboarding through full life cycle of each study
Enable adoption & outcomes: Lead onboarding and training, monitor account health, and deliver regular business reviews that highlight results, insights, and opportunities
Take Initiative: Take ownership of complex accounts, anticipate challenges, and drive solutions
Bring insights to scale: Identify process improvements, strengthen internal workflows, and influence customer success strategy
Collaborate cross-functionally: Advocate for customers across Mural Health, partnering with product, operations, Patient Kindness, and marketing teams to improve solutions and participant support
Drive growth: Identify and support additional opportunities, collaborating with sales and marketing to expand customer relationships
Share the story: Capture and communicate customer feedback, case studies, and success stories to drive internal improvements and customer advocacy
Qualification
Required
3-5+ years of progressive client-facing experience in Account Management, Customer Success, or Consulting, leading customer engagements and initiatives
Bachelor's degree in business, life sciences, healthcare, or related field or equivalent work experience
Proven track record managing complex customer accounts and delivering measurable outcomes (retention, adoption, satisfaction, or process improvements)
Experience influencing change and driving improvements across product, operations, or data-driven teams
Excellent communication and presentation skills with ability to engage both clinical and technical audiences
Strong problem-solving abilities and customer-centric mindset
Experience with CRM and project management systems (Salesforce, Asana, Jira, Aha!, or similar)
Preferred
Experience in healthcare, life sciences, or clinical trials with understanding of pharmaceutical/biotech sponsor relationships
A sense of humor!
Company
Mural Health
Mural Health is a firm that develops technology for clinical trials and is committed to making it simple for people to take part in studies.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$20.73MKey Investors
Bessemer Venture Partners
2024-04-19Seed· $12.73M
2023-09-19Seed· $8M
Leadership Team
Jason Dong
Co-Founder & Co-CEO
Samuel Whitaker
Co-Founder & Co-CEO
Recent News
Company data provided by crunchbase