Customer Success Manager (MuleSoft)

Join MuleSoft as a Customer Success Manager, where you will be the strategic partner and point of accountability for the success of our most complex enterprise customers. You will have a deep curiosity to learn customers' unique culture, business processes, and integration challenges, and tailor the best possible customer success program for their needs. Your focus will be on driving adoption, demonstrating ROI, building executive relationships, identifying new use cases, removing barriers, driving expansion, and being the voice of the customer. You will also partner with customer architects, champion the Center for Enablement, and drive commercial strategy and lead generation.

• Serve as the strategic partner and point of accountability for the success of complex MuleSoft enterprise customers, ensuring a smooth transition from implementation to long-term value realization.
• Proactively manage and maintain the roadmap for platform adoption, driving optimization of API usage, integration patterns, and automation aligned to the customer's digital transformation goals.
• Act as the primary orchestrator to proactively identify and minimize risks, remove blockers for adoption, and anticipate obstacles before they impact customer success.

• Established ability to develop relationships with senior executives (Director/VP level) and influence technical strategy
• Deeper technical knowledge of integration architectures, API design patterns, and platform best practices
• Agility: Demonstrated ability to thrive in fast paced, high growth environments, with willingness to wear multiple hats and confidence challenging norms to drive customer outcomes
• Project Management: Strong orchestration and project management skills, including scope control, stakeholder alignment, timeline ownership, and executive-ready reporting
• Adoption and Expansion Mindset: Proven track record of driving platform adoption, managing complex enterprise accounts, and identifying expansion opportunities within existing customer relationships
• Proven success managing large, complex enterprise accounts with multiple stakeholders and business units
• Integration Platform Experience: Experience with MuleSoft and/or relevant competing Integration Platform as a Service (iPaaS) platforms with understanding of API-led connectivity, system integration patterns, and enterprise architecture principles
• Communication: Exceptional communication and presentation skills with proven ability to translate technical concepts into business terms and partner with senior client executives from IT teams to C-level
• Work experience in Customer Success, Enterprise Sales, Professional Services, Technology Consulting, or SaaS platform implementation with demonstrated expertise in integration technologies
• Demonstrated history of driving incremental Annual Contract Value (iACV) through expansion sales
• Strategic Problem Solving: A strategic, customer centric approach to problem solving focused on driving business value and outcomes, not just resolving technical issues
• MuleSoft Certifications: MuleSoft Certified Integration Foundations, MuleSoft Certified Platform Architect, MuleSoft Catalyst Consultant, or Salesforce AI Associate certifications are a strong plus
• Technical Background: Experience with software development processes, design methodologies, APIs, web services, databases, cloud platforms, and modern integration patterns
• Consulting Experience: Background in management consulting services with track record leading cross-functional teams to facilitate resolution of complex business and technical challenges
• Expansion Track Record: Proven history of uncovering new opportunities within existing accounts and partnering with Sales to close expansion revenue. Experience with 'Land and Expand' account strategies
• Industry Context: Experience working with Enterprise level customers across industries requiring complex integration strategies (Financial Services, Healthcare, Retail, Manufacturing, etc.)
• AI and Agent Technologies: Foundational understanding of AI and agent technologies. Awareness of how AI capabilities can enhance automation, improve customer experiences, and drive business value through intelligent workflows. Curiosity and willingness to learn how AI augments traditional integration approaches