Customer Success Manager

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.

As a Mid-Market Customer Success Manager, you will be focused on driving growth and securing renewals within Muck Rack’s mid-market customer segment. You should be excited about working in a fast-paced environment with a diverse range of agency and brand accounts.  You’ll be a great fit for this role if you are motivated by helping customers and driving revenue.

What you’ll do:

• Serve as a primary contact for a portion of Muck Rack’s mid-market segment, managing a book of business ranging from $1.7 to $2 million in annual contract value with a focus on retention, expansion, and upsells
• Consistently achieve revenue goals and meet activity requirements
• Meet with customers both virtually and in-person to provide product expertise, share industry best practices and strategic recommendations, and lead account walkthroughs to highlight usage wins and identify opportunities
• Oversee the customer lifecycle from post-sale to renewal to ensure the customer is deriving value at every stage
• Manage customer feedback and deliver insights to internal stakeholders that will influence our product roadmap
• Source new contacts as our original decision makers change within a company and communicate our value proposition
• Negotiate contracts to ensure long-lasting and growing relationships with our customers
• Immerse yourself in the public relations industry and build a strong network of communications professionals

How success will be measured in this role:

• Quarterly Net and Gross revenue goals
• Customer Health (SuccessScores)
• Customer Success KPIs

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

• 1-3 years in Customer Success or Account Management within a B2B SaaS environment, with a proven track record of meeting and exceeding revenue goals
• Expertise in overseeing the entire customer lifecycle; adept at handling complex renewal cycles and driving expansion within mid-market accounts
• Background in contract management and negotiation
• Demonstrated executive presence and strategic acumen in customer engagement, including the effective use of multi-threading and relationship-building techniques
• Precise and confident communication skills with an ability to address concerns and provide solutions that de-escalate potential conflicts
• Ability to leverage data, including usage and adoption, for strategic decision making
• Flexibility to adapt to changing priorities and new challenges in a dynamic work environment
• Strong decision-making abilities to prioritize customer needs based on urgency and importance
• Experience or strong interest in PR or journalism or an understanding of these industries is helpful

Interview Overview

Below you’ll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

• 30 min interview with a member of our Talent Team
• A 1 hour zoom interview with the hiring manager
• 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 $70,000, with $90,000+ in OTE. Note that we typically build 1-3 quarters of ramp time with lower goals and thus lower earnings from commissions. 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

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].