• Work with a company focused on delivering strategic, high-impact CRM solutions through the HubSpot ecosystem. • Help clients optimize the full customer lifecycle across marketing, sales, customer success, and operations. • Lead large-scale HubSpot projects and act as a trusted advisor to senior-level clients. • Deliver CRM solutions that drive measurable business impact. • Build strong relationships with clients to ensure exceptional experience and achieving strategic business goals. • Translate client and internal strategies into comprehensive HubSpot solutions supporting marketing, sales, customer success, and operational workflows. • Configure and optimize HubSpot Marketing Hub, Sales Hub, Service Hub, Content Hub, Data Hub, and HubSpot AI. • Analyze current business processes and recommend operational improvements. • Develop HubSpot reporting frameworks to track and communicate progress toward client goals. • Understand client tech stacks and support integrations with HubSpot. • Train clients and internal teams on how to effectively use customized HubSpot environments. • Monitor and manage project budgets, timelines, and scope. • Track and meet effective billing rate (EBR) goals. • Collaborate with the sales team to develop tailored strategies for prospects.

• Champion customers: Serve as the primary post-sale partner, building trusted, strategic relationships that deliver measurable impact from onboarding through full life cycle of each study. • Enable adoption & outcomes: Lead onboarding and training, monitor account health, and deliver regular business reviews that highlight results, insights, and opportunities. • Take Initiative: Take ownership of complex accounts, anticipate challenges, and drive solutions. • Bring insights to scale: Identify process improvements, strengthen internal workflows, and influence customer success strategy. • Collaborate cross-functionally: Advocate for customers across Mural Health, partnering with product, operations, Patient Kindness, and marketing teams to improve solutions and participant support. • Drive growth: Identify and support additional opportunities, collaborating with sales and marketing to expand customer relationships. • Share the story: Capture and communicate customer feedback, case studies, and success stories to drive internal improvements and customer advocacy.

Role Description We’re hiring a Customer Success Manager (CSM) / Account Manager to own client relationships, drive product adoption, and protect + grow revenue. This is not a support-only role. - Manage a portfolio of accounts - Drive onboarding and adoption - Identify risks early and prevent churn - Own renewals and expansion opportunities What You’ll Own - Onboarding & Product Adoption - Lead onboarding and define success criteria - Configure accounts and deliver training - Ensure smooth implementation - Track early adoption and close gaps - Account & Relationship Management - Manage 20–40 client accounts - Act as the primary point of contact - Build strong relationships with stakeholders - Conduct regular check-ins and strategic calls - Proactive Client Engagement - Monitor usage via: - Gainsight - ChurnZero - Totango - Identify at-risk accounts early - Execute re-engagement playbooks - Deliver Quarterly Business Reviews (QBRs) aligned with ROI - Support Coordination & Escalation - Triage client issues and escalate internally - Work with product/technical teams for resolution - Ensure issues are fully resolved and clients are satisfied - Revenue Growth & Retention - Identify upsell and cross-sell opportunities - Collaborate with sales teams on expansion - Own renewal pipeline and timelines - Prepare contracts and ensure smooth renewals - Reporting & Feedback Loop - Track and report: - Client health - Usage metrics - Renewal status - Capture client feedback and share with product teams - Improve overall customer experience Qualifications - You think in revenue (retention + expansion), not just support - You’re a strong communicator with executive presence - You balance: - Client advocacy - Business outcomes - You’re proactive — not reactive - You can manage multiple accounts without dropping the ball Requirements - 2–3+ years in: - Customer Success - Account Management - Client-facing roles - Experience with: - Salesforce or HubSpot - CS platforms (e.g., Gainsight, ChurnZero, Totango) - Strong presentation skills (QBRs, demos, client reviews) - Proven ability to: - Manage accounts - Drive renewals Nice to Have - 3–5 years CSM/AM experience with revenue targets - SaaS, B2B tech, or professional services background - Familiarity with: - NPS / CSAT - Customer health scoring - Experience creating: - Playbooks - Client decks - Case studies What a Typical Day Looks Like - Review dashboards for: - At-risk accounts - Growth opportunities - Conduct client calls (onboarding, check-ins, QBRs) - Coordinate internally with: - Support - Product - Sales - Track renewals and expansion opportunities - Update CRM and health scores - Prepare insights and recommendations Key Metrics (KPIs) - Net Revenue Retention (NRR) ≥ 100% - Renewal rate ≥ 90–95% - Expansion / upsell revenue - Client health score improvement - NPS / CSAT performance Why This Role Stands Out - Direct ownership of revenue retention + growth - High-impact role across product, sales, and customer experience - Strong exposure to client strategy and decision-making - Opportunity to build long-term client relationships - Remote flexibility with structured expectations Interview Process - Initial Phone Screen - Video Interview - Practical Task (QBR / account strategy scenario) - Client Interview - Offer & Background Verification Apply Now If you’re someone who: - Builds strong client relationships - Thinks in retention and expansion - Drives outcomes, not just activity This role is a strong fit.

• Lead the Retailer Success organization for the enterprise software portfolio — owning commercial CS outcomes end to end, including NRR, GRR, expansion GTV, adoption velocity, CSAT, and renewal performance. • Build and develop a senior consultative CS bench by hiring, sponsoring, and ramping L7 Principal Growth Strategists who engage retailer executives on ecommerce strategy, merchandising, and operations — not platform configuration — and who can credibly influence retailer P&L outcomes and roadmap adoption. • Manage senior managers leading AGM (Account Growth Manager) pods, setting standards for what good looks like across the L7, AGM, and account team layers — including QBR quality, growth planning, executive engagement, and renewal execution. • Operate in a BD-led commercial environment as a true commercial peer to BD — preserving BD's ownership of the primary commercial relationship while owning post-sale accountability and surfacing churn, expansion, and escalation signal early and clearly. • Partner with the Director of Enterprise Architecture & Engineering on shared-account coordination — ensuring the cross-org account team (commercial CS + technical CS / PSM) functions as one team to the retailer despite the org split, with co-authored protocols and clean escalation paths. • Define and enforce the L7 boundary: L7s as routers and strategists, not resolvers — ensuring AGMs and PSMs absorb operational and technical execution so L7 capacity remains focused on retailer-executive engagement and growth strategy. • Own the consultative transformation roadmap — talent strategy, comp structure, operating cadence, and tooling shifts required to evolve CS from a feature-enablement function into a strategic business advisory function for Tier A and B accounts. • Partner with the Director of Retailer Delivery on the implementation-to-success motion as a managed lifecycle (not a document handoff) — ensuring CS is engaged early, named handoff criteria are met, and accounts transition cleanly into early-lifecycle growth ownership. • Operationalize the tier model in CS — applying high-touch (L7 + AGM + PSM) coverage for Tier A/B and scaled/digital-first models for Tier C/D, with clear exception protocols and capacity guardrails. • Build a structured retailer-signal feedback loop into Product — using CS engagements to surface durable patterns (not anecdotes), instrument adoption of roadmap items, and hold CS accountable for adoption outcomes. • Apply AI augmentation to scale CS coverage and quality without linear headcount growth — including health monitoring, account-prep automation, QBR/insight generation, and signal triage — partnering with the Technical org on tooling roadmap and adoption. • Represent the post-sale narrative for the portfolio to senior leadership — integrating retention, growth, churn risk, executive-account temperature, and pipeline outlook — and serve as the Director-level escalation point for retailer relationships when AGM-led engagement is insufficient.