Muck Rack is hiring a
Enterprise Customer Success Manager in United States

Summary

Muck Rack is seeking an experienced and customer-focused Enterprise Customer Success Manager to join their team and grow and retain enterprise segment customers. The role involves serving as the primary contact for enterprise brands or agencies, delivering calls to provide product expertise and strategic recommendations, managing the customer lifecycle, and mentoring junior CSMs. Success will be measured by customer health and quarterly revenue goals.

Requirements

• 2-3 years experience working in SaaS account management or in a blended CSM role, with experience in upsells and renewals at the enterprise level
• Experience in PR or journalism or an understanding of these industries strongly preferred
• Experience managing customers in a CRM or similar software
• Comfortable leading meetings and presenting to large groups, potentially including C-Suite executives
• Natural relationship builder who is personable, patient and dependable - you enjoy working with customers, and they enjoy working with you
• Proactive in helping customers with long term planning - you derive satisfaction from ensuring customer needs are met
• Passionate about professional development and helping internal team members grow and progress in their careers

Responsibilities

• Serve as the primary contact for enterprise and midsize brands or agencies to retain and grow a book of business ranging from $1.7 - $2.0 million in customer contract value
• Deliver 5+ calls with customers per day to provide product expertise, share industry best practices and strategic recommendations, and lead account walkthroughs to highlight usage wins and opportunities
• Oversee the customer lifecycle from initial 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
• Prepare, review and execute contractual paperwork
• Mentor junior CSMs to gain leadership skills

Benefits

• Remote Work, Forever.. We’re a fully distributed team and have pledged to remain that way forever. We offer employees a full home office setup, phone & internet reimbursement, and a monthly coworking membership
• Transparent Compensation.. We offer competitive geo-neutral pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market
• Health & Wellness.. Muck Rack provides comprehensive health, dental, vision, disability and life insurance for employees and their families
• PTO and Family Benefits.. Our team enjoys 4+ weeks of off-the-grid PTO, paid sick/mental health days and 13 paid holidays, which can be exchanged for additional PTO with our 'Holiday Swap Program.' We also provide up to 16 weeks of fully paid parental leave
• Personal & Professional Development.. We grow talent by creating internal pathways for advancement and promotion. Muck Rack conducts bi-annual performance reviews, hosts team-wide workshops, and offers management training and leadership training opportunities
• Culture of Inclusion.. We know that diverse perspectives breed innovation and help us better serve our customers. We are committed to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably