Customer Success Manager, Growth and Expansion

About Us
We're on a mission to transform how people learn and grow through immersive, high-impact simulation and coaching experiences that empower individuals and organizations to achieve transformative growth.  At Mursion, we’re building a future where impactful learning is accessible and scalable.  As we expand, we're looking for a strategic, proactive, curious, and customer-obsessed Customer Success Manager (CSM) to play a pivotal role in shaping our customer success journey. This is a unique opportunity to lay the groundwork and help to build the processes, relationships, and outcomes for  long-term customer partnerships.

About the Role
As a Mursion Customer Success Manager, you’ll be a trusted strategic advisor and partner.  You will be responsible for nurturing and expanding relationships with a portfolio of existing clients.  You’ll ensure customers achieve meaningful outcomes, resulting in strong adoption, retention, and healthy renewals and expansions. Your expertise will be instrumental in guiding customers through their journey, ensuring they achieve desired outcomes with our innovative simulation solutions.  You’ll own the post-sale relationship and drive adoption, retention, and expansion. You’ll work closely with cross-functional teams to deliver value, uncover growth opportunities, and build champions across our customer base. This is a high-impact individual contributor role with significant growth potential  as we scale and transform how people learn.

• Serve as the primary post-sale point of contact, ensuring customer goals are met through effective onboarding, adoption, and renewal.
• Build strong, trusted relationships across your portfolio, from daily champions to executive sponsors.
• Conduct structured QBRs to align on outcomes, demonstrate ROI, and secure renewals.
• Develop and execute strategic account plans, aligning Mursion’s solutions with customer goals, identify key stakeholders, adoption milestones, and expansion opportunities
• Identify and build relationships with executive buyers to facilitate strategic conversations and align on business outcomes
• Partner with Product, Sales, and Marketing to connect customer needs 

Value Realization, Retention & Growth

• Drive product adoption, usage, and value realization to improve customer retention (GRR) and identify expansion (ARR) opportunities
• Proactively manage customer health, identifying and mitigating risks to prevent contraction or churn
• Identify and execute upsell andcross-sell opportunities to expand partnerships 

Process & Scale

• Contribute to the development of scalable processes, playbooks, and customer lifecycle frameworks
• Pilot and refine new processes that support the company’s growth
• Maintain accurate records in HubSpot, ensuring data integrity and accurate forecasting
  

• Gross retention rate (GRR) and renewal attainment
• Customer health scores and engagement
• Expansion or upsell contribution (ARR growth)

• 5-7 years of experience in Account Management, Customer Success, or related roles within a SaaS organization
• Demonstrated success in managing a book of business and delivering on retention and growth targets
• Strong customer instincts—strong ability to listen, diagnose, and solve problems
• Clear, confident communication skills, capable of engaging both tactical and strategic audiences
• Proven ability to collaborate effectively with cross-functional teams (Sales, Product, and Marketing)
• A growth mindset, adaptable and excited to work in a fast-paced startup environment, and a roll-up-your-sleeves attitude

Bonus Points If You Have

• Experience with HRTech, EdTech, or simulation/AI learning solutions
• Experience building Customer Success or Account Management practices in a growth-stage SaaS company

Why You’ll Love It Here

• Join a mission-driven team that’s innovating the future of immersive learning
• Play a significant role in shaping the future of our Customer Success organization and how we deliver exceptional customer experiences
• Enjoy growth opportunities, with potential for leadership and strategic roles as we scale

Champion a solution that helps people thrive in their careers and beyond

• Competitive Salary, bonus eligibility and equity
• 401K, Flexible PTO
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Parental Leave
• Short Term & Long Term Disability
• Work From Home