Principal Customer Success Manager, Mulesoft

**Job Category**:Mulesoft - Customer Success Group

**Job Details**:**MuleSoft **, acquired by Salesforce in 2018, is the #1 Integration and API Platform. The mission of MuleSoft Customer Success is:
The values of MuleSoft Customer Success are **Trust **(say what we do; do what we say), **Customer Success **(our absolute priority), **Innovation **(challenge the status quo as we continually improve), and **Equality **(equality and care for all).

In doing so, we secure balanced, profitable growth for MuleSoft by retaining customers and crafting add-on sales opportunities.

**What You’ll Do**:
Partner with customers to deliver outsized returns on their investment in MuleSoft software, by:

- Delivering, measuring, and presenting ROI for our customers, throughout the customer lifecycle
- Being the trusted partner for customers on use-cases and product functionality, and how to align use-cases with Catalyst, MuleSoft’s best practice.
- The **Customer Success Manager **is accountable for, and leads, customer s **uccess planning and execution across a portfolio of customers **, and supports other cross-functional teams in the development and execution of account strategy, driving customer retention and expansion.
- Accurately representing the voices of customers inside MuleSoft, ensuring the health of customers is carefully captured, and making their voices heard as appropriate.

**What We’re Looking For**:

- **Proven track record **of performance in your career to-date **in customer-facing roles with a technology bias **, such as **Consultant, Sales **/ **Pre-sales, Technical Account Management, Project Manager, Enterprise Architect, Customer Success Manager **, etc.
- Ideally, **proven experience in the finance or public sector**
- Alignment with our core values of Trust, Customer Success, Innovation, and Equality.
- Ability to build structure in ambiguous situations and craft effective plans followed up with detailed execution to exceed customer expectations.
- Excellent communication skills, written and verbal.
- Passion for technology and for being part of a hyper-growth **SaaS **company.
- An understanding of **software development and/or engineering, including IT systems integration and APIs **.
- A self-starter who is equally comfortable working on their own and as part of a high performing team.
- **Experience working with cross-functional teams **(e.g. sales, support, services, product, etc).
- Do what it takes and a fearless attitude, with an insatiable desire to take ownership and make things awesome.
- Experience working on digital / technology transformation programs in customer-facing roles.
- **German and English language proficiency **highly desired.
**- Track record of managing large, sophisticated **digital / technology programs in customer-facing roles **, and the ability to successfully handle difficult customers or customer situations.
- Demonstrable experience in navigating sophisticated, multi-divisional, multi-geographical organizations to identify the right customer partners and build trusted advisor relationships.
- Demonstrable executive presence and communication abilities.
- Strong leadership skills.
**- An emerging working experience in software development and/or engineering, **integrating IT systems, and developing / managing APIs **.
- Experience in developing and implementing **IT systems integration strategies **.
- Experience in developing and implementing **API strategies **.

**Accommodations

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