Customer Success Manager

Summary

Join Muck Rack as a Mid-Market Customer Success Manager and drive growth and renewals within our mid-market customer segment. You will serve as the primary contact for a portfolio of accounts, focusing on retention, expansion, and upsells. Responsibilities include consistently achieving revenue goals, providing product expertise to customers, overseeing the customer lifecycle, managing feedback, and negotiating contracts. Success will be measured by quarterly revenue goals, customer health scores, and other KPIs. The ideal candidate will have 1-3 years of experience in customer success or account management within a B2B SaaS environment, expertise in managing the customer lifecycle, and strong communication and negotiation skills. Muck Rack offers a remote work environment, competitive compensation, and comprehensive benefits.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

Experience or strong interest in PR or journalism or an understanding of these industries is helpful

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