Description
As Customer Success Manager, Director for MuleSoft, you will be the senior strategic advisor and lead for a select portfolio of our most critical, high-value customers. You will own full accountability for their success: adoption, retention, expansion, and the realization of business outcomes on the MuleSoft platform. You will work cross-functionally across internal teams (Sales, Services, Product, Engineering, Support, Partners) to deliver a seamless “Signature” customer experience. You will not have direct reports; instead, you will lead through influence, partnership, and execution.
Key Responsibilities
Serve as the named primary point of accountability for a defined set of high-profile MuleSoft Signature customers, responsible for renewal, expansion, and customer health.
Cultivate and maintain strong relationships with business and IT-executive stakeholders (C-suite, senior sponsors) within customer organizations to align on value, outcomes, risks and executive-level objectives.
Orchestrate the end-to-end customer lifecycle: onboarding, adoption, value realization, renewal, and growth — ensuring delivery of the Signature Success services catalogue.
Translate the technical capabilities of the MuleSoft platform (APIs, integration, iPaaS, connectivity) into centered value for the customer, proactively guiding feature adoption, architectural risk mitigation, and transformation roadmaps.
Monitor and drive customer health metrics (usage/adoption, value score, risk/issue escalation, expansion opportunities) and work preemptively to address at-risk accounts.
Act as the internal customer advocate: partner with product, engineering, support and services teams to align on customer needs, resolve escalations (including high-severity incidents), and ensure high satisfaction.
Articulate and reinforce the value proposition of the Signature Success program—ensuring customer awareness, alignment, and renewal readiness.
Represent MuleSoft in high-stakes engagements (executive reviews, renewal negotiations, go-to-market expansions) and serve as the “face” for critical customers.
Minimum Qualifications
10+ years of experience in enterprise customer success, customer success / account management or post-sales leadership roles in SaaS, integration or platform businesses.
Proven experience working with complex, large-scale enterprise customers (1000+ users, global deployments) and interacting at C-suite/senior IT & business leadership levels.
Technical acumen in the MuleSoft platform (Anypoint Platform, API-led connectivity, integration architecture) or equivalent iPaaS/integration platforms.
Strong ability to map technical/integration architectures to business outcomes, articulate value in business terms, and influence cross-functionally without direct line management.
Demonstrated track-record of driving account renewal and expansion, managing risk in large accounts, and orchestrating cross-functional delivery.
Exceptional communication, presentation, influencing skills, with provable ability to engage executive stakeholders and manage complex customer relationships.
Bachelor’s degree (or equivalent). Advanced degree or relevant certifications (e.g., MuleSoft, integration architecture) preferred.
Desired/Preferred Qualifications
Experience in the Signature Success model or a high-touch post-sales delivery framework.
Background in integration, APIs, digital transformation or enterprise architecture.
Experience with global/large multi-region accounts and cross-geo coordination.
Familiarity with SaaS/platform expansion strategies and usage/adoption-driven growth.
Experience in Health and Life Sciences.