MuleSoft Customer Success Manager

Quick Facts

• Role: Customer Success Manager (Individual Contributor)

• Focus: Signature Success Plan outcomes and MuleSoft adoption

Description

You will be accountable for delivering the Signature deliverables and overall customer experience for high-value customers, driving renewals and expansion. The role aligns Business Value and Technical Goals with customer priorities by addressing both technical and business concerns, monitoring health and usage metrics, and managing major incidents and escalations.

Responsibilities

• Serve as the single point of customer accountability for Signature lifecycle deliverables and customer experience

• Coordinate Signature entitlements and ensure value delivery

• Align and manage Business and Technical stakeholders; create basic plans and manage priorities

• Run enablement sessions (opportunity/case management, forecasting, pipeline hygiene, knowledge creation, omni-channel routing)

• Drive MuleSoft feature adoption and track usage metrics (forecast, reports, case resolution times, knowledge articles, channel adoption, CSAT)

• Provide strategic advisory: cultivate executive-level relationships, identify political barriers, develop success plans

• Conduct quarterly reviews of feature usage and release recommendations to ensure stability and performance

• Drive adoption of Anypoint Platform capabilities with integration teams; share MuleSoft best practices and use cases

• Monitor MuleSoft usage metrics (API calls, integration flows, connector usage) and support risk management

• Use AI agent capabilities for routine tasks (e.g., meeting summaries, QBR data collection, initial health monitoring) and apply prompt engineering to guide AI agents

• Monitor AI-driven sentiment/intent to flag early concerns and coordinate human intervention

• Apply product knowledge to diagnose technical issues, escalate complex questions, and align platform features with roadmaps

Benefits

• Time off programs

• Medical, dental, vision

• Mental health support

• Paid parental leave

• Life and disability insurance

• 401(k)

• Employee stock purchasing program