Customer Success Manager

Summary

Join Muck Rack as a Tiered SMB Customer Success Manager and build strong relationships with small and medium-sized business customers. You will ensure they maximize product value, fostering a collaborative approach to their success. This role requires proactive renewal strategies, sharing relevant resources, managing the customer lifecycle, and utilizing CRM tools like Salesforce. Collaboration across teams is key to ensuring a smooth customer journey. Success will be measured by Gross Revenue Retention (GRR), Net Revenue Retention (NRR), upsell/expansion goals, process efficiency improvements, and overall account health. This is a fantastic opportunity for someone who thrives in a fast-paced environment and enjoys working cross-functionally.

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 a high volume 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 complex situations and adapt to change
• Commitment to quality, even when performing repetitive tasks

Responsibilities

• Drive user engagement and maximize product adoption through proactive renewal strategies
• Proactively share relevant resources and insights to help customers maximize value, increase engagement, mitigate risk, and drive growth
• Manage customer lifecycle from onboarding through renewal for small and emerging accounts
• Utilize CRM tools such as Salesforce to manage and prioritize tasks and workflows
• Support and re-engage customers who miss key milestones
• Collaborate across teams (sales, support, product, marketing) to ensure a smooth journey and that we have the right content in place to support this segment at scale
• Develop a deep understanding of customers' business and operational objectives
• Help drive early adoption, capturing and achieving KPIs and success metrics for ROI

Preferred Qualifications

Familiarity with sales processes or identifying upsell opportunities

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