Muck Rack is hiring a
Senior Customer Success Manager

Summary

The job is for a Senior Enterprise Customer Success Manager at Muck Rack, a SaaS platform for public relations. The role involves driving growth and ensuring renewals within the enterprise customer segment, engaging with C-level stakeholders, managing complex contracts, and leading strategic decision making based on data.

Requirements

• 8+ years in Customer Success or Account Management within a B2B SaaS environment of similar or greater size and ARR to Muck Rack, with a proven track record of meeting and exceeding revenue goals
• Expertise in overseeing the entire customer lifecycle, including driving expansions, managing complex renewals, and handling escalations within large enterprise accounts
• Demonstrated success in consultative selling, with a proven ability to develop and implement tailored solutions that meet the nuanced needs of enterprise clients
• Proficient in Customer Success strategies and methodologies, including lifecycle management, risk mitigation, executive sponsor development, and defining outcomes and business cases
• Strong background in contract management, including expertise in leading negotiations with senior stakeholders
• 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 high-stakes concerns and provide solutions that de-escalate conflicts and reinforce trust
• Ability to leverage data, including usage and adoption, to lead strategic decision making and optimize customer success strategies
• Flexibility to adapt to changing priorities and emerging challenges in a dynamic work environment
• Strong decision-making capabilities, with a focus on prioritizing customer needs and driving outcomes that align with business objectives

Responsibilities

• Serve as the primary contact and strategic advisor for enterprise brands & agencies to retain and grow a book of business of $2 million+ in customer contract value
• Engage with C-level and senior stakeholders, both virtually and in-person, to deliver expert product knowledge, share industry best practices, and provide strategic recommendations that drive value and growth
• Consistently exceed revenue targets and activity metrics, ensuring alignment with company-wide OKRs
• Oversee the entire customer lifecycle from post-sale to renewal to ensure the customer is deriving value at every stage
• Manage customer feedback and deliver high-impact insights to internal stakeholders, directly influencing our product roadmap and strategic vision
• Lead complex contract negotiations, securing mutually beneficial agreements that reinforce long-lasting customer relationships
• Immerse yourself in the public relations industry, establishing and maintaining a strong network of communications and industry professionals

Benefits

• Remote Work, Forever
• Transparent Compensation
• Health & Wellness (comprehensive health, dental, vision, disability and life insurance for employees and their families)
• PTO and Family Benefits (4+ weeks of off-the-grid PTO, paid sick/mental health days and 13 paid holidays, up to 16 weeks of fully paid parental leave)
• Personal & Professional Development (bi-annual performance reviews, team-wide workshops, management training and leadership training opportunities, unlimited subscriptions to L&D platforms including Coursera & O’Reilly, 2 additional days of PTO to dedicate to learning and development)
• Culture of Inclusion
• Customer-First