Customer Success Manager

Summary

Join Muck Rack as a Pooled Customer Success Manager and contribute to a collaborative team focused on driving customer adoption, retention, and satisfaction within the SMB segment. You will lead critical activities across the customer lifecycle, including onboarding, escalations, training, risk mitigation, and renewals. Instead of managing a traditional book of business, you'll contribute to shared team goals using a task-oriented and process-driven approach. Success will be measured by managing a high volume of customer cases, contributing to team retention goals, and providing feedback to improve workflows. The ideal candidate possesses 1+ years of experience in a customer-facing role within a B2B SaaS environment, strong communication skills, and the ability to manage high task volumes efficiently. Muck Rack offers a fully distributed remote work environment with competitive compensation, comprehensive benefits, and opportunities for professional development.

Requirements

• 1+ years in a customer-facing role such as customer success, support, service or sales, preferably in a B2B SaaS environment
• Proven ability to manage high volumes of tasks or customers while staying organized and efficient
• Experience using CRMs like Salesforce and automation tools to streamline work
• Exceptional prioritization and time management skills
• Strong, empathetic communication, with an understanding of SMB customers’ unique challenges
• Positive, collaborative mindset, with the ability to navigate ambiguity and adapt to change
• Commitment to quality, even when performing repetitive tasks

Responsibilities

• Lead critical activities such as onboarding, escalations, training resource delivery, risk mitigation, and renewals for a shared customer book of business
• Handle customer cases assigned via a round-robin system, ensuring timely responses and resolution while maintaining high-quality outcomes
• Proactively share relevant resources and insights to help customers maximize value and engagement and help mitigate risk
• Leverage tools like Salesforce to manage and prioritize tasks, ensuring no cases are overlooked and all workflows are documented effectively
• Partner with cross-functional teams, including Customer Support, Accounts Receivable, and Marketing, to align on customer goals and provide holistic support
• Share feedback and contribute to refining processes to enhance team efficiency and scalability
• Maintain accurate renewal and opportunity data in team dashboards to support retention and upsell opportunities as well as maintaining a clean and updated Dashboard of daily tasks and cases
• Manage high volume of customer cases achieving KPIs like time to close and risk mitigation
• Contribute to team retention goals including GRR and NRR
• Provide ideas and feedback to streamline processes and improve workflows
• Demonstrate adaptability and responsiveness in a dynamic environment

Preferred Qualifications

• Familiarity with sales processes or identifying upsell opportunities
• Knowledge of tools like Marketo, Outreach, or similar platforms

Benefits

• 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)
• 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
• 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
• 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
• 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