New York, NY - Hybrid

About Us:

Mura is an early stage startup building order-to-cash technology for commercial HVAC providers. In a highly fragmented industry, the operational burden of managing orders and invoices across emails, phone calls, and third-party portals is cumbersome and expensive for field service providers. Mura’s mission is to leverage AI, integrations, and automation to speed up the order-to-cash process by connecting these systems, effectively removing barriers to efficient invoicing, payment, and customer service. Ultimately, we want to help HVAC providers get paid faster.

Mura’s co-founders previously started LeafLink, which was backed by investors including Founders Fund, Lerer Hippeau, and Thrive Capital. The b2b cannabis marketplace now moves over half of the wholesale cannabis orders in the U.S. ($20B+). The founders are passionate about b2b order management, with over a decade of experience in the sector. We’re building a team of Type A, driven, and direct overachievers – and we’re excited to bring on a first Customer Success hire who will add to our energetic, results-oriented culture.

Role Description

As our first customer success hire, you will play a pivotal role in our revenue growth by driving adoption of Mura’s platform. Since we operate in a usage-based pricing model, you will partner with our customers to ensure their adoption and satisfaction with the Mura platform, as well as identify opportunities to upsell them on new Mura product offerings that will grow their usage.

You’ll be responsible for the end-to-end customer success journey, including onboarding, adoption, retention, and customer support. While this role requires the ability to develop strong relationships with customers and users, it will also require operational rigor and resourcefulness, as you’ll need to manage multiple customer onboarding timelines, prepare customer presentations, create customer action plans, and dig into platform usage data or user feedback to identify creative ways to drive new transactions.

Given we are an early stage startup, your job will require hard work, perseverance, and creativity: but ultimately, your ability to build revenue through adoption will be a key part of Mura’s growth story. Reporting into the COO, you’ll collaborate closely with our co-founders and leadership team to build the company’s first customer motion. Similarly, you will serve as a critical ‘voice of the customer’ in key product decisions.

This role is a fit for you if you are a scrappy, high-energy and positive self-starter. A great candidate will enjoy building something new with a small and mighty team, is interested in influencing our customer and product strategy, and most importantly, gets excited by delivering on revenue and product adoption to fuel the company’s success.

Key Responsibilities:

• Client Relationship Management: Build and maintain strong client relationships to ensure platform adoption and satisfaction, identify upsell opportunities, and drive long-term partnerships.
• Customer Development: Engage customers to understand their needs, gather feedback, and work with our engineering and partner teams to deliver comprehensive solutions.
• Customer Onboarding: Lead customer onboarding, ensuring their speedy adoption of Mura or new solutions within the platform.
• Customer Support: Manage our customer support line (virtual chat & email) and respond to customers in a timely manner.
• Platform Expert: Develop an expertise in the technical workings of the Mura platform, making you a trusted partner to platform users and the product & engineering team.
• Reporting & Analysis: Some light-to-medium data analysis will be required in the role, as you will provide some customer success reporting to leadership, or perform analysis on your customers’ use of the Mura platform.
• Travel: Travel to visit customers and prospects across the country, and potentially internationally.
• Trade Shows & Events: Represent Mura at trade shows, conferences, and industry events to build customer relationships.