About the role
At Mural Health, our mission is to make clinical trials easier for participants and caregivers by eliminating barriers to participation. As a Customer Success Manager (CSM), you’ll ensure our customers achieve meaningful outcomes while also helping Mural Health refine and scale how we deliver value.
You’ll serve as a trusted advisor to clinical trial sponsors and sites, guiding them to maximize the value of our platform and strengthening their ability to support participants. You’ll proactively contribute your expertise and insights to strengthen operations while collaborating closely with cross-functional teams to make a meaningful impact.
Reports to: Director of Customer Success in the US
Location: UK- Remote
What You’ll Do
- 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
What Makes You a Strong Fit
- You are an exceptional communicator: clear, persuasive, and effective with stakeholders at every level
- You are a problem solver: able to structure problems, create actionable strategies, and influence stakeholders
- You thrive in a startup environment: adaptable, proactive, and comfortable managing ambiguity
- You combine strategic vision and tactical execution: delivering on customer needs today while shaping long-term improvements
- You are motivated to improve patient and caregiver experiences in clinical trials
Qualifications
- 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.
- Experience in healthcare, life sciences, or clinical trials with understanding of pharmaceutical/biotech sponsor relationships preferred
- 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)
- A sense of humor!
Mural Health is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at Mural Health, please contact [email protected]. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.
