Manager, Customer Success, EMEA & APAC

ABOUT THE TEAM

 We are a high-impact Customer Success organization focused on helping customers across EMEA and APAC realize measurable value from Mural. Our Customer Success Managers support customers across mid-market and strategic segments, partnering closely with Sales, Product, Marketing, and Solutions Consulting to drive adoption, value realization, risk mitigation, and sustainable growth.

Our culture rewards operational excellence, customer focus, clear communication, strong partnership with Sales, and leadership that helps CSMs grow and perform at their best.

YOUR MISSION

You will lead the day-to-day execution, coaching, and operational performance of the EMEA and APAC CS team, supporting CSMs across mid-market and strategic customers.
Your mission is to drive strong team execution, operational consistency, customer value realization, and CSM professional development. You will coach your team to build effective customer relationships, identify risks early, improve adoption, and surface growth opportunities in close partnership with Sales.

WHAT YOU'LL DO

• Lead, coach, and develop a team of 8 CSMs across EMEA and APAC.

• Set clear expectations for customer portfolio discipline, customer engagement quality, adoption planning, risk management, and internal collaboration.

• Provide regular coaching through 1:1s, account reviews, call reviews, customer strategy sessions, and performance feedback.

• Help CSMs strengthen core skills including stakeholder mapping, value realization, success planning, adoption strategy, risk communication, and commercial partnership with Sales.

• Drive consistent execution of the regional CS operating cadence, including account reviews, risk reviews, customer health inspection, renewal readiness inputs, and expansion signal tracking.

• Ensure high-quality and timely use of CS systems such as Gainsight and Gong to create visibility into customer health, engagement, risks, and opportunities.

• Use data and qualitative insights to identify patterns across the region and improve team focus, prioritization, and execution.

• Reinforce adoption of global CS processes and provide practical feedback on what is working or needs adjustment in EMEA and APAC.

• Partner closely with Sales leaders to align on customer priorities, risk mitigation, renewal readiness, and expansion signals.

• Ensure CSMs are clear on their role in supporting growth: driving adoption, documenting value, developing champions, surfacing expansion indicators, and equipping Sales with customer insight.

• Establish and maintain a regular operating rhythm with Sales counterparts to improve account coordination and reduce ambiguity around roles, ownership, and next steps.

• Support account growth planning for priority c