Customer Success Manager, MuleSoft

Customer Success Role

You are customer-obsessed and serve as the strategic partner and point of accountability for the success of our most complex Mule Soft enterprise customers. You have a deep curiosity to learn customers' unique culture, business processes, and integration challenges in order to tailor the best possible customer success program for their needs. Unlike traditional software where value is unlocked at implementation, Mule Soft value is realized through continuous adoption, optimization of integration architectures, and expansion of API-led connectivity across the enterprise.

You maintain a relentless focus on your customers' business goals, partnering to ensure a smooth transition from implementation to long-term value realization. You act as the voice of the customer internally, partnering cross-functionally with Product, Engineering, and Sales to drive high adoption, satisfaction, retention, and expansion.

Your Impact

• Serve as the single point of customer accountability responsible for orchestration, value realization, adoption, and expansion.
• Orchestrate the Relationship:
  Serve as the strategic partner for the customer, collaborating during the implementation phase to ensure seamless transition to adoption and long term value realization of integration and API initiatives.
• Drive Adoption and Consumption:
  Proactively manage and maintain the roadmap for platform adoption. Drive optimization of API usage, integration patterns, and automation aligned to the customer's digital transformation goals to ensure they're getting full value from their investment.
• Demonstrate ROI:
  Define, track, and demonstrate quantifiable business impact and ROI. Move the conversation from API calls to value (e.g., process automation gains, operational efficiency, faster time-to-market) to drive long-term value realization.
• Executive Relationships:
  Represent Salesforce with expertise and credibility, partnering with and presenting to senior client executives (CIOs, CTOs, Enterprise Architects) and cross-functional stakeholders.
• Identify New Use Cases:
  Proactively scout the customer's business to identify new integration opportunities and use cases that align with business objectives and drive additional platform adoption.
• Remove Barriers and Manage Risk:
  Act as the primary orchestrator to proactively identify and minimize risks, remove blockers for adoption, and anticipate obstacles before they impact customer success. Address technical hurdles, architecture questions, and business process friction that prevents scaling of integration capabilities across the enterprise.
• Drive Expansion:
  Build the business case for expanding Mule Soft footprint across additional business units, use cases, and integration patterns. Partner with the Sales team to secure renewals and drive expansion of the contract.
• Voice of the Customer:
  Partner cross-functionally with Product, Engineering, and Services to represent customer feedback and critical issues with a focus on outcomes, not just escalation.
• Partner with Customer Architects:
  Ensure the integration architecture and API strategy is optimized to support increased connectivity, reusability, and scalability, preventing technical debt from throttling expansion.
• Champion Center for Enablement:
  Act as a trusted advisor. Build and nurture a Center for Enablement (C4E) within the customer organization to drive bottom-up adoption, governance best practices, and peer-to-peer advocacy of API-led connectivity.
• Commercial Strategy and Lead Generation:
  Act as the primary engine for growth. You are responsible for identifying signals that indicate a customer is ready for contract upsell and partnering with Sales to build the business case for increased investment.

Minimum…