Manager, SMB Customer Success

Summary

Join Muck Rack, a leading SaaS platform for PR professionals, as a Manager, SMB Customer Success! In this role, you will lead a team, focusing on customer health and long-term success, not just renewals. You'll attract, hire, and coach top customer success managers, manage recurring revenue, and build strategies for growth and retention. You will collaborate with various teams, including Sales, Revenue Operations, and Marketing, to ensure a unified customer experience. Success will be measured by revenue retention, customer health scores, team performance, and process improvements. This is a fully distributed, remote position with excellent benefits.

Requirements

• At least 3 years of SaaS customer engagement and renewal experience and at least 2 years of people management experience
• Proficiency managing pipeline, forecasting and reporting in a CRM
• Strong analytical and strategic thinking – able to take complex customer concerns and orchestrate resources and tactics to address them (includes strong writing and communication skills)
• Experience working with small and/or mid-market accounts to identify and solve challenging business problems

Responsibilities

• Attract, hire, onboard, coach and retain top customer success managers
• Motivate, inspire and mentor your team members to achieve strong quarterly results
• Manage recurring revenue and deliver high on-time renewal rates
• Help craft the evolving and growing SMB CSM strategy for Muck Rack
• Build customer success playbooks that drive gross and net revenue retention for Muck Rack’s customers
• Partner with Revenue Operations to define and execute against rules of engagement and customer journey triggers
• Partner with Revenue Enablement to develop training and career paths for your direct reports
• Collaborate with other CSM leaders, such as Customer Support and Onboarding to advocate for customer needs and deliver a unified & professional customer experience
• Work closely with Sales teams to ensure customers’ pre-sale expectations are exceeded in the post-sale experience
• Own key metrics for your team including renewal forecast, activity management, upsells, platform adoption, and churn
• Build relationships with key customers via calls and on-site visits

Preferred Qualifications

• You enjoy working with individual contributors and have direct experience managing junior colleagues or have participated in some sort of mentorship program
• Exposure to a performance management framework that includes one-on-ones, continuous feedback, and regular reviews is helpful
• Enjoy working in a fast growing company, resilient to necessary business changes and excited about leading your team to new heights
• Experience working toward customer health and satisfaction – not just toward a renewal
• A natural ability to collaborate with Sales, Marketing, Product, Revenue Operations, and other Customer Success teams
• Able to travel up to 10% of the time to customer meetings or remote offices
• Experience building cohesive, distributed teams with a proven ability to coach and develop others

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. Depending on the role, we offer either a standardized bonus program or attainable commission structure and an opportunity to earn equity in the company. All employees are eligible for our 401(k) plan* with employer contributions
• Health & Wellness*. Muck Rack provides comprehensive health, dental, vision, disability and life insurance for employees and their families. We offer a high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options. Our team also has access to 24/7 Virtual Care, an Employee Assistance Program, employer-funded HSA contributions, and other pre-tax benefits. Team members have access to a quarterly wellness stipend and a free Headspace subscription
• 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. We also provide unlimited subscriptions to L&D platforms including Coursera & O’Reilly, as well as 2 additional days of PTO to dedicate to learning and development