Remote Customer Success Manager

Summary

Join Muck Rack as a Mid-Market Customer Success Manager, driving growth and securing renewals within the mid-market customer segment. You'll be focused on retaining and growing a book of business ranging from $1.7 - $2 million in annual contract value.

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 to retain and grow a book of business ranging from $1.7 - $2 million in annual contract value
• 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

Benefits

• Remote Work, Forever. We’re a fully distributed team and have pledged to remain that way forever
• 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
• Personal & Professional Development. We grow talent by creating internal pathways for advancement and promotion