Director of Customer Success Management (MuleSoft)

Join MuleSoft, an enterprise-grade integration and API management platform, as the Director of Customer Success Management. In this role, you will drive adoption of MuleSoft's products for customers on the Signature Success Plan, manage a team of Customer Success Managers, and work closely with various internal teams. The ideal candidate has a strong background in Customer Success strategies, trends, and outcomes at the enterprise level.

• Drive adoption of MuleSoft’s products for customers on the Signature Success Plan, including renewals and growth across teams.
• Manage a team of 6-12 Customer Success Managers (CSMs), fostering growth and excellence, and resolving customer-blocking issues.
• Implement strategies for Signature Success Plan renewals across teams, and partner with peers and selling teams on capacity planning.

• Strong orchestration and project management skills, including scope control, stakeholder alignment across multiple business units, timeline ownership, and executive-ready reporting
• Strong emotional intelligence toward customers, delivering the kind of service you would expect to receive: with excellence
• 10+ years in customer-focused account management roles
• Familiarity with Salesforce’s products, services, and the broader industry landscape
• Demonstrated success driving incremental Annual Contract Value (iACV) through expansion sales and managing Net Revenue Retention (NRR) strategies and tactics
• Skilled communicator who knows what to say and, more importantly, how to say it, with a track record of building strong internal and external relationships and influencing account technical strategy and business outcomes at the Director/VP+ level
• Exceptional communication and presentation skills, with the ability to translate technical concepts into business terms and partner with senior client executives from IT teams to the C-level
• Established ability to build relationships with senior executives (Director/VP+) and influence technical strategy
• Strong critical thinking, with the ability to use data and insights to identify trends and risks
• Proven ability to thrive in fast-paced, high-growth environments, with a willingness to wear multiple hats and the confidence to challenge norms and drive customer outcomes
• Entrepreneurial, “lead from the front” mindset: a proven motivator with deep background managing technical organizations, who drives results while balancing empathy and a people-first culture
• Prior experience on a Customer Success management team and as a first-line people leader
• Background in Customer Success, Enterprise Sales, Professional Services, Technology Consulting, or SaaS platform implementation, with demonstrated expertise in integration technologies
• Knowledge of MuleSoft’s current products, features, and capabilities, including best use and deployment
• One or more of the following certifications: MuleSoft Certified Integration Foundations, MuleSoft Certified Platform Architect, MuleSoft Catalyst Consultant, or Salesforce AI certifications
• Familiarity with software development processes, design methodologies, APIs, web services, databases, cloud platforms, and modern integration patterns and best practices
• Track record driving MuleSoft adoption methodologies (e.g., Catalyst)
• Proven history of uncovering new opportunities within existing accounts and partnering with Sales to close expansion revenue, including “Land and Expand” strategies
• Hands-on work with enterprise customers across industries requiring complex integration strategies (Consumer & Business Services, Financial Services, Healthcare & Life Sciences, Technology Media & Telecom, Retail, Manufacturing, etc.)
• Foundational understanding of AI and agentic technologies, including how AI can enhance automation, improve customer experiences, and drive business value through intelligent workflows, plus curiosity about how AI augments traditional integration approaches
• Management consulting background, with a track record of guiding cross-functional teams to resolve complex business and technical challenges