• Build, partnerships with partners and peers to lead value-based decision-making and solution options. • Advocate for the value of the Mulesoft platform and improve and delivery of innovative integration solutions. • Define the Mulesoft platform vision and roadmap with product and vendor roadmaps; support Salesforce roadmap as a secondary responsibility. • Maintain knowledge of Mulesoft capabilities and constraints; use out-of-the-box features to minimize custom code requirements. • Partner with CRM Leadership team, Platform Owners, Product owners, and stakeholders to prioritize Mulesoft programs and support Salesforce enhancements. • Lead scrum teams, promoting a collaborative and Agile environment, and manage all team delivery outputs, including ITIL problem and incident management. • Influence and contribute to the Mulesoft vendor roadmap to meet our needs. • Define and prioritize epics, features, and user stories for platform stability, focusing on operational drivers such as ease of use, reliability, recovery, scalability, and security. • Collaborate with management to uphold platform and application standards and strategy. • Mentor newer team members to support career growth. • Manage multiple scrum teams and groupings of platforms/applications that are business-critical and invested areas for the organization. • Establish clear governance principles and practices to drive executive decisions and provide escalation paths for solution delivery teams. • Oversee the health and performance of the Mulesoft platform, ensuring high availability and responsiveness for staff, faculty, and learners; support Salesforce platform health. • Implement and enforce governance and security policies for Mulesoft; assist with Salesforce governance. • Manage budgets and resources to improve technology investments. • Ensure platforms/applications are used for their intended purpose. • Define standard operating procedures for Mulesoft and related platforms/applications. • Monitor and approve customizations in Mulesoft, weighing our needs against cost/risk; support Salesforce customization review. • Work with business and ITS teams to document business and technical processes for successful migration, operation, maintenance, and enhancement of integration solutions. • Support the transition of solutions from development to production, prioritizing Mulesoft projects. • Research incidents and perform trend analysis to escalate potential problems and resolve technical debt.

• Hire, onboard, and develop a high-performing team of CSMs • Set clear expectations, goals, and KPIs • Run structured 1:1s, pipeline reviews, and risk reviews • Own and continuously improve the Digital Scale journey for Mexico • Define and execute digital plays in partnership with Marketing and CS Operations • Analyze engagement data to identify gaps • Ensure a seamless transition between digital and human-led touchpoints • Ensure the team drives measurable value for mid-market customers • Review and elevate Customer Success Plans and Business Reviews • Manage book-of-business risk and support CSMs in high-stakes moments

Role Description We are looking for an efficiency-driven SMB Customer Success Manager (CSM) to manage a high-volume portfolio of approximately 88 accounts. In this role, you will be the master of "Scale-Touch" success, utilizing standardized playbooks and automation to ensure our SMB customers achieve maximum value. You will focus on driving milestone-based engagement, executing targeted interventions for risk and growth, and managing a volume-based expansion pipeline. Key Responsibilities - Execute the Customer Journey Framework across a large book of business, focusing on key milestones and targeted engagement. - Use efficiency tools and AI to help you execute at a high level. - Manage a rigorous schedule including 20 semi-annual Executive Business Reviews (EBRs) and 10 quarterly admin checks per month. - Develop and maintain templated, reusable Mutual Action Plans (MAPs) for every customer to ensure a clear path to value. - Qualify and generate volume-based expansion opportunities. - Responsible for hitting an annual growth target through value-selling and opportunity qualification, and held to monthly performance standards. - Utilize monthly health tracking and "smoke signals" in usage data to implement remediation plans before they impact retention. - Responsible for managing all contract renewals and leading negotiations for those renewals in your book of business with an emphasis on gaining multi-year commitments. - Conduct quarterly readouts to CS Leadership on the pulse of your book and your growth strategy. - Collaborate with Product and CS Ops to improve automation tools and segmentation playbooks. Qualifications - Experience: 2-3 years in Account Management or Customer Success within a SaaS environment. - Efficiency & Time Management: Exceptional ability to prioritize tasks and manage a high-volume portfolio (88 accounts) without letting details slip. - Technical Proficiency: Expert in CS automation tools, Salesforce pipeline management, and data-driven prioritization. - Product Knowledge: Proficiency in basic and intermediate product features, with the ability to articulate "What Good Looks Like" to customers. - Commercial Mindset: Proven track record of owning a revenue number, specifically in achieving growth and retention metrics in a high-volume environment. - Clear Communication: Skilled in clear CTA (Call to Action) communication and milestone-based coaching to guide customers through the lifecycle. Bonus Points - HR Tech Experience: Previous experience with HR buyer personas and the HR tech lifecycle. - Scaled Journey Expertise: Experience creating or executing automated customer journeys tailored to specific personas.

• Communicate with individuals who have expressed interest in personal and professional development programs and virtual events • Use simple online systems and digital tools to provide information and manage follow-up • Work remotely using your laptop and phone • Manage your own schedule and activity levels • Participate in ongoing training and professional development • Follow structured systems and processes provided through onboarding and mentorship • Engage with a broader support network of experienced professionals