• Meet with clients 1:1 to provide support, training, product knowledge, account reviews, and more • Manage retention efforts for clients who have placed cancellation or are showing indicators of being at-risk • Deliver a warm and well-documented handoff to internal departments like marketing, client growth, or website development • Act as an advocate for client's needs • Speak confidently and professionally with clients • Work with the utmost urgency to work through client issues • Maintain accurate documentation of client interaction (e.g., logging activity in Salesforce and internal systems, timely and correctly)

• **Performance Monitoring and Diagnosis:** Track digital activation and CRM KPIs (Open Rates, CTR, Bounce and Engagement), consolidating data from multiple sources to identify trend deviations and optimization opportunities across the conversion funnel. • **Campaign and Lifecycle Management:** Measure the effectiveness of relationship journeys and one-off campaigns, structuring A/B tests and control-group analyses to ensure real sales lift and the health of the reseller base. • **Technical Autonomy with Data (SQL/GCP):** Master extraction and manipulation of large datasets using SQL (Google Cloud Platform), being able to automate routine dashboards and create custom views that support the team’s rapid decision-making. • **Interface with Cross-functional Teams:** Actively collaborate with Digital Activation, Assortment (Grade) and Technology teams, ensuring activation data reflects business reality and that tactical action plans are implemented quickly. • **Storytelling and Executive Reporting:** Translate technical data into business insights, creating materials and presentations for Management and Executive levels that clearly demonstrate CRM strategy results and suggested next steps.

• Strategic CRM Planning: Building and tracking the area’s strategic planning metrics, aligned with company and channel objectives; • Area Budgeting: Revenue projections, campaign send management and secondary indicators; • Strategic point of contact for the CRM team with stakeholders, responsible for connecting workflows and outcomes, influencing process improvements and ensuring alignment with CRM strategy; • Point person for performance flows, preparing the area’s executive reports together with management; • Technical leadership of the results team.

About Us We're on a mission to transform how people learn and grow through immersive, high-impact simulation and coaching experiences that empower individuals and organizations to achieve transformative growth.  At Mursion, we’re building a future where impactful learning is accessible and scalable.  As we expand, we're looking for a strategic, proactive, curious, and customer-obsessed Customer Success Manager (CSM) to play a pivotal role in shaping our customer success journey. This is a unique opportunity to lay the groundwork and help to build the processes, relationships, and outcomes for  long-term customer partnerships. About the Role As a Mursion Customer Success Manager, you’ll be a trusted strategic advisor and partner.  You will be responsible for nurturing and expanding relationships with a portfolio of existing clients.  You’ll ensure customers achieve meaningful outcomes, resulting in strong adoption, retention, and healthy renewals and expansions. Your expertise will be instrumental in guiding customers through their journey, ensuring they achieve desired outcomes with our innovative simulation solutions.  You’ll own the post-sale relationship and drive adoption, retention, and expansion. You’ll work closely with cross-functional teams to deliver value, uncover growth opportunities, and build champions across our customer base. This is a high-impact individual contributor role with significant growth potential  as we scale and transform how people learn. What You’ll Do Account Management & Retention - Serve as the primary post-sale point of contact, ensuring customer goals are met through effective onboarding, adoption, and renewal. - Build strong, trusted relationships across your portfolio, from daily champions to executive sponsors. - Conduct structured QBRs to align on outcomes, demonstrate ROI, and secure renewals. - Develop and execute strategic account plans, aligning Mursion’s solutions with customer goals, identify key stakeholders, adoption milestones, and expansion opportunities - Identify and build relationships with executive buyers to facilitate strategic conversations and align on business outcomes - Partner with Product, Sales, and Marketing to connect customer needs  Value Realization, Retention & Growth - Drive product adoption, usage, and value realization to improve customer retention (GRR) and identify expansion (ARR) opportunities - Proactively manage customer health, identifying and mitigating risks to prevent contraction or churn - Identify and execute upsell andcross-sell opportunities to expand partnerships  Process & Scale - Contribute to the development of scalable processes, playbooks, and customer lifecycle frameworks - Pilot and refine new processes that support the company’s growth - Maintain accurate records in HubSpot, ensuring data integrity and accurate forecasting How We Measure Success - Gross retention rate (GRR) and renewal attainment - Customer health scores and engagement - Expansion or upsell contribution (ARR growth)