Senior Customer Success Manager, Mid-Market

Summary

Join Muck Rack as a Sr. Customer Success Manager and drive growth and renewals within our mid-market customer segment. You will be the primary contact for a portfolio of accounts, consistently achieving revenue goals and meeting activity requirements. This role involves managing the customer lifecycle, providing product expertise, and leveraging data for strategic decision-making. Success will be measured by customer health, revenue goals, and customer success KPIs. The ideal candidate possesses 5+ years of experience in customer success or account management within a B2B SaaS environment, expertise in managing the customer lifecycle, and strong communication and negotiation skills. Muck Rack offers a competitive salary, remote work, comprehensive benefits, and opportunities for professional development.

Requirements

• 5+ 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; 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 $2-$2.3 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

Preferred Qualifications

Experience or strong interest in PR or journalism or an understanding of these industries is helpful

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