Stakeholder Management in Enterprise accounts

Stakeholder Masterclass with Wout Hermans, Senior Director Customer Success at Mural

We explore why successful CS leaders don’t just manage accounts, they map influence, understand decision dynamics, and align stakeholders beyond feature requests.

• Why stakeholder mapping is critical for retention and expansion
• How to move conversations from features to business outcomes
• Identifying champions vs. decision-makers vs. blockers
• Building influence across complex customer organizations
• Practical ways to strengthen relationships beyond your main contact