Customer Onboarding Strategist Mid-Market

Job description

Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to enable organizations to build trust, tell their stories, and demonstrate the unique value of earned media. Muck Rack’s AI-powered, comprehensive, and integrated platform streamlines the PR workflow to help businesses generate positive media coverage, monitor mentions to manage brand reputation, and analyze PR’s impact on business outcomes. By combining media database, monitoring, and reporting into one dynamic platform, we empower teams to collaborate seamlessly, pitch effectively, and analyze results faster and more efficiently.

Founder-controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, and customer devotion, and infuse these values into everything we do.

We’re growing quickly, and we’re looking for a proactive, empathetic, and eager Customer Onboarding Strategist to join our team and make a big impact.

Customer churn starts during onboarding. As a Customer Onboarding Strategist, your mission will be to set up mid-market and small business customers for immediate success by facilitating the implementation process. You should be excited about educating new customers and ensuring a smooth adoption of our products and services. You will be responsible for rapidly understanding each customer’s business and communications requirements and driving them to realize a fast time-to-value from their investment in Muck Rack as efficiently as possible. You’ll be a great fit for this role if you enjoy taking ownership and see yourself as a collaborator working with customers to deliver great results.

What you’ll do:

• Partner with new customers to understand their communications goals and translate those goals into effective platform configuration and onboarding workflows
• Lead onboarding experiences that balance immediate setup needs with long-term scalability and adoption across Muck Rack’s platform
• Guide customers through core workflows including monitoring, reporting, media database usage, and pitching, helping them understand how these capabilities connect over time
• Configure and refine monitoring inputs (e.g., Trackers, Boolean logic, reporting structures), making thoughtful tradeoffs between precision, efficiency, and future flexibility
• Help customers establish strong foundational context in Muck Rack (such as coverage, reporting structure, and monitoring strategy) that can support future feature adoption as the platform evolves
• Project manage around 25 - 30 onboardings concurrently, coordinating closely with Customer Success Managers, Media Intelligence, and other internal partners to ensure smooth handoff post-onboarding
• Educate customers not just on how to use the platform, but why certain setups and workflows are recommended for their goals
• Surface customer feedback and patterns to internal teams to help improve onboarding motions, product experience, and long-term customer outcomes

How success will be measured in this role:

• Customer Health Score at onboarding graduation, with a strong emphasis on early platform adoption
• Onboarding duration, measured by average number of days to graduate within the 90-day target
• Number of onboarding graduations measured against assignments per quarter
• Post-onboarding quality, reflected by low rates of rework, escalations, or misconfigured setups after handoff
• Cross-functional effectiveness, measured by timely handoffs and strong collaboration with Customer Success, Media Intelligence, Customer Support, and Product

If the details below describe you, you could be a great fit for this role:

• You have 2+ years of professional experience in customer onboarding, customer success, implementation, project management, or a related SaaS role
• You’re comfortable translating customer goals into structured setups and workflows, even when requirements are ambiguous or evolving
• You have experience configuring or working with search logic (e.g., Boolean) and understand the tradeoffs between precision and scalability
• You’re effective in a fully remote environment, using tools like Slack, Asana, and CRMs to manage work, communicate clearly, and stay accountable across teams
• You enjoy helping customers build systems and processes that will continue to work as products and needs change over time
• You’re confident explaining not just how a product works, but why certain approaches are recommended
• You’re able to manage multiple onboarding projects simultaneously while maintaining a high-quality customer experience
• You adapt quickly to new tools, features, and product changes, and are comfortable onboarding customers into platforms that are still evolving
• You’re proactive, organized, and thoughtful in your approach to problem-solving
• You care deeply about customer outcomes and take ownership of helping customers achieve value early and sustainably

Interview Overview

Here’s what you can expect from our process. We’ll keep you informed at every step and let you know if anything changes along the way.

• 30 min interview with a member of our Talent Team
• A 1 hour zoom interview with the hiring manager
• Take-home skills assessment (2 hours max)
• Peer interviews with several team members
• Final call(s) with executive team member(s)

Salary

The base salary for this role is $68,000. Total compensation for this role consists of base salary and a quarterly bonus plan. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.

Why Muck Rack?

Remote Work, Forever

• Fully distributed team with a permanent remote setup
• Home office stipend, phone and internet reimbursement, coworking membership
• Virtual and in-person team bonding (lunches, events, competitions)

Transparent & Fair Compensation

• Competitive geo-neutral pay in the U.S.
• Annual reviews to ensure equity and market alignment
• Standardized bonus or commission structure
• 401(k) with employer contributions
• Equity opportunities

Health & Wellness

• Comprehensive medical, dental, vision, disability, and life insurance for employees and dependents
• 100% premium coverage for individuals on high-deductible plans
• ²⁴⁄₇ Virtual Care and Employee Assistance Program
• Employer-funded HSA contributions and other pre-tax benefits
• Quarterly wellness stipend and free Headspace subscription

Time Off & Family Benefits

• 4+ weeks of PTO, plus paid sick and mental health days
• 13 paid holidays with the option to swap for personal days
• Up to 16 weeks of fully paid parental leave

Learning and Development

• Transparent pathways for internal mobility and promotion
• Bi-annual performance reviews, team workshops, and leadership training
• Unlimited access to Coursera and O’Reilly
• 2 additional PTO days annually for learning and development

Inclusive, Customer-First Culture

• Commitment to equity and valuing diverse perspectives
• Agile, founder-led company focused on collaboration and innovation
• Trusted by 3,000+ companies worldwide

Note: Benefits and compensation reflect offerings for U.S.-based employees. Support is provided for employees in other locations, in compliance with local laws and regulations.

While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.

#LI-Remote

Please note: For detailed information regarding our GDPR and/or CCPA compliance policies, including how we handle personal data and privacy rights, kindly refer to the email correspondence accompanying this application.

Muck Rack does not accept unsolicited resumes from search firms or any other third parties. Any unsolicited resume sent to Muck Rack will be considered Muck Rack property, and Muck Rack will not pay a fee should it hire the subject of any unsolicited resume.

Muck Rack considers applicants for all positions on the basis of merit, qualifications, and business needs, and without regard to race, color, national origin, religion, sex, age, disability, sexual orientation, gender identity, alienage or citizenship status, ancestry, marital status, genetic predisposition or carrier status, veteran status, familial status, status as a victim of domestic violence, or any other status or characteristic protected by applicable federal, state, or local law.

Note to applicants/job seekers: We have recently been made aware of scams impersonating Muck Rack’s HR team. Please be cautious of these attempts to elicit banking or other financial or sensitive information. Muck Rack will never request financial information during the interview process, and follow ups for interviews or next steps will always come from an ‘@muckrack.com’ email address. If you are contacted by anyone from a different domain who claims to be from Muck Rack, please forward the communication to [email protected].