The Experience

The Customer Success Manager (CSM) is a versatile expert responsible for ensuring high-value customers who purchase the Signature Success Plan achieve a significant return on their investment with our platform. This role functions as an extension of the customer's workforce and a trusted advisor, providing guidance and advice to customer organisations. The CSM is responsible for identifying and addressing both technical and business concerns, aligning them strategically with customer priorities, projects, and problems.
At the heart of this role is a simple belief: when customers succeed, everything else follows. By helping organisations connect their applications, data, and devices to achieve real, measurable outcomes — and by being a genuine partner throughout that journey — CSMs create lasting relationships built on trust and value.

What You'll Actually Be Doing

Customer Accountability & Value Alignment

• Serve as the single point of accountability for all Signature deliverables — owning the overall customer experience, renewal health, and expansion opportunities.

• Coordinate and oversee all customer entitlements throughout the Signature lifecycle, ensuring value is consistently delivered.

• Partner with customers to deliver and communicate ROI, translating platform usage into measurable business outcomes.

• Successfully align with and manage both Business and Technical Stakeholders, connecting technical goals to business priorities.

• Be the trusted partner on MuleSoft use-cases, platform functionality, and how to align them with Catalyst — MuleSoft's integration best practice framework.

• Prioritise effectively across a portfolio, taking ownership of tasks and creating clear plans to meet customer needs.

Strategic Advisory & Stakeholder Management

• Develop and maintain strong relationships at all stakeholder levels — from integration developers to C-suite executives.

• Act as a trusted advisor by understanding the customer's business model, aligning platform capabilities to their strategic challenges, and applying proven solutions to their problems.

• Accurately represent the voice of the customer internally — ensuring health signals are captured and escalated as needed.

• Solidify partnership commitments and drive innovation aligned with customers' business challenges.

• Increase customer engagement and proactively identify barriers to success, partnering with more experienced team members on complex situations when needed.

• Coordinate cross-functional teams at Salesforce (Sales, Engineering, Support, Product) to ensure customers receive an excellent and consistent experience — every time.

Technical Health, Adoption & Risk Management

• Drive adoption of Anypoint Platform capabilities with integration teams and developers, sharing MuleSoft best practices and use-cases.

• Conduct enablement sessions on MuleSoft features and proactively track adoption metrics (API calls, integration flows, connector usage).

• Proactively monitor customer technical health, conduct quarterly reviews, identify trends, and provide tailored release recommendations to ensure stability, performance, and feature enhancement.

• Act as the primary point of contact for major incidents — ensuring timely communication, coordinating resolution, and protecting customer outcomes.

• Escalate complex automation, data model, routing, or integration questions to the right technical resources.

• AI Literacy: Proficiency in using AI agents to automate routine tasks such as meeting summaries, QBR data collection, and initial health monitoring.

• Prompt Engineering Basics: Ability to use natural-language commands to guide AI agents in retrieving accurate customer data and generating first drafts of success plans.

• AI Engagement Monitoring: Using AI-driven sentiment and intent analysis to flag early customer concerns for human intervention.

• Collaborative Learning: Actively seeking out "Agentblazer" training and certifications to stay current on autonomous agent capabilities.

You're Our Person If...

• Experience: 4+ years in customer-facing roles with a technology bias — Customer Success, Technical Account Management, Consulting, Pre-Sales, Enterprise Architecture, or similar. Experience working with complex, multi-divisional enterprise customers is highly valued.

• Platform Knowledge: You have a strong understanding of software development, IT systems integration, and APIs — and ideally hands-on experience with MuleSoft Anypoint Platform (Runtime Manager, API Manager, Exchange, Design Center).

• Consulting Skills: You can drive business value conversations, facilitate workshops, handle objections, and influence senior stakeholders including C-level executives.

• Structured Thinker: You can create structure in ambiguous situations, design effective plans, and execute them with discipline to exceed customer expectations.

• Communicator: Excellent written and verbal communication — able to translate technical concepts into business terms for diverse audiences.

• Ownership Mindset: A self-starter with a fearless attitude and an insatiable desire to take ownership, make things better, and get things done.

• Cross-functional Collaborator: Comfortable working across Sales, Support, Services, and Product teams to get customers what they need.

• Learner: You actively seek out new skills, approach obstacles as growth opportunities, and aren't afraid to ask for help from mentors and peers.

Even Better If...

• Holds MuleSoft Integration Associate and/or MuleSoft Developer certifications

• Experience in developing and executing IT systems integration or API strategies in customer-facing roles

• Track record managing large, complex digital transformation programmes — and the ability to navigate multi-divisional, multi-geographical organisations

• Early career experience in software development, systems integration, or API development

• Holds Agentblazer Champion Status or higher

• Demonstrable executive presence and the ability to build trusted advisor relationships at the C-suite level