Customer Success Manager, Muck Rack
£80.5k
OTE
£56.5-63.5k
BASE
Standardized bonus or commission structure + Equity
More information about location
Public relations software
Be an early applicant
Public relations software
201-500 employees
Be an early applicant
£80.5k
OTE
£56.5-63.5k
BASE
Standardized bonus or commission structure + Equity
More information about location
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- 3+ years of Customer Success, Account Management, or related customer-facing experience, with a proven track record of meeting and exceeding retention and revenue goals
- Experience supporting customers within Media Intelligence, media monitoring, PR technology, communications technology, or adjacent SaaS platforms
- Expertise managing the full customer lifecycle, including onboarding, adoption, renewal, and expansion within complex customer environments
- Strong experience leading strategic customer conversations and building relationships with multiple stakeholders, including senior executives
- Demonstrated ability to drive customer adoption and influence long-term customer outcomes through consultative engagement
- Experience negotiating contracts and managing renewal cycles
- Strong analytical skills with the ability to leverage customer data, usage trends, and adoption metrics to inform decision-making
- Exceptional communication and presentation skills, with the ability to simplify complex topics and confidently engage diverse audiences
- Ability to navigate ambiguity, manage competing priorities, and proactively identify solutions in a fast-paced environment
- Experience working cross-functionally and influencing stakeholders without direct authority
- Familiarity with the UK media landscape, PR industry, journalism ecosystem, or communications technology space strongly preferred
- Knowledge of UK copyright, content licensing, NLA/ECLIPS requirements, or related compliance considerations is highly desirable
- Comfortable representing the business at customer-facing events, networking opportunities, and industry engagements
- Proactively incorporate AI tools into day-to-day work to improve productivity, increase efficiency, and accelerate delivery
What the job involves
- As a Customer Success Manager, your primary focus will be on driving customer growth, retention, adoption, and renewals across Muck Rack's UK market
- In addition to managing a portfolio of customers, you'll serve as a trusted advisor to customers and an internal champion for the UK market, providing regional expertise, leading onboarding initiatives, supporting strategic growth opportunities, and representing the voice of UK customers across the business
- You'll thrive in this role if you're energized by building strong customer relationships, driving measurable business outcomes, and taking ownership of initiatives that extend beyond traditional Customer Success responsibilities
- Serve as the primary contact for Enterprise and Mid-Market customers across the UK, driving retention, growth, and long-term customer success
- Own the customer lifecycle from post-sale through renewal, ensuring customers realize value and achieve their communications objectives at every stage
- Lead onboarding for all new Mid-Market and Enterprise customers, including discovery sessions, tailored training programs, adoption planning, and ongoing onboarding check-ins
- Drive platform adoption and engagement by identifying opportunities to increase product usage, stakeholder alignment, and customer outcomes
- Design and deliver customized reporting solutions, including CCR reports and Curation Engine-based reports, while ensuring compliance with UK-specific licensing requirements where applicable
- Provide strategic guidance and best-practice recommendations through virtual and in-person customer meetings, executive business reviews, and account walkthroughs
- Consistently achieve quarterly revenue, retention, and expansion goals through proactive account management and renewal planning
- Manage customer feedback and deliver actionable insights to internal stakeholders to influence product development, customer experience, and go-to-market strategies
- Negotiate contracts and renewal agreements to support long-term customer growth and partnership success
- Serve as a specialist resource for UK-specific customer questions, including media landscape insights, journalist and publication expertise, and regional communications trends
- Advise customers on copyright, content licensing, and NLA/ECLIPS-related requirements, supporting compliant reporting workflows and content access solutions
- Partner cross-functionally with Product, Support, Sales, Marketing, and Leadership teams to advocate for UK customer needs and market requirements
- Support the planning and execution of customer events, networking opportunities, journalist panels, thought leadership initiatives, and other UK-focused community-building programs
- Represent Muck Rack at customer meetings, industry events, and networking opportunities, helping strengthen relationships and expand our market presence
- Act as a key voice for the UK customer base internally, sharing regional insights, adoption trends, retention drivers, and market opportunities with senior stakeholders
- Provide ongoing market expertise and support to internal teams, helping bridge regional nuances and customer expectations across the business
- How success will be measured in this role:
- Customer Health (SuccessScores)
- Quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) performance
- Renewal and expansion attainment against quarterly revenue targets
- Customer adoption and onboarding success metrics
- Product engagement and platform utilization across managed accounts
- Meetings completed per quarter (virtual and in-person)
- Customer satisfaction and relationship strength across key accounts
- Successful execution of UK onboarding, reporting, and compliance initiatives
- Contribution to UK market growth, customer advocacy, and cross-functional business initiatives
Application process
- 30-minute interview with a member of our Talent Team
- 1-hour Zoom interview with the Hiring Manager
- Peer interviews with several team members
- 30-minute Bar Raiser
Our take
Muck Rack was founded in 2009 as a platform for businesses to connect with journalists. Tens of thousands of journalists have profiles on Muck Rack that are available for companies such as Google, Pfizer, and Duolingo to browse and employ writers from.
The nature of journalism has evolved since Muck Rack’s founding, with social media and digital outlets taking away market share from printed publications. As the landscape changes, Muck Rack has expanded its services to include a Public Relations Management platform.
It’s moves like this, as well as their shift to a distributed business model, that have sparked renewed investor confidence in Muck Rack. Though the company has been bootstrapped since its founding, Muck Rack received its first outside funding of $180 million in 2022, underscoring the importance investors place on their platform.
With this substantial funding, the future is bright for Muck Rack, as it continues to roll out updates and new features to its platform. Digital content can go viral in a matter of hours, and the creators are not always journalists, meaning Muck Rack must remain agile and quick to respond.
Steph
Company Specialist at Welcome to the Jungle
Insights
31% employee growth in 12 months
Company
Company benefits
- Fully distributed - Much Rack are committed to a permanent, fully remote environment, core to the way they do business.
- Geo-neutral compensation - Much Rack believe in equitable pay regardless of where you live.
- Time off - 4+ weeks off-the-grid vacation, sick and mental health days, and company holidays.
- Insurance - Health, vision, and dental coverage paid at 100% for individuals
- Retirement planning - MUck Rack contribute 3% of your annual salary to your 401k automatically.
- Paid parental leave - 8 weeks fully paid bonding for all parents + up to 8 weeks fully paid recovery from childbirth.
- Full WFH set up - Including monthly phone/internet reimbursement and coworking stipend.
- Learning & development - Take advantage of unlimited access to learning platforms and regular training opportunities.
- No meeting Fridays - Take control of your calendar, and make time for reflection and deep-focus tasks
Company HQ
Brickell, Miami, FL
Leadership
Gregory Galant
(CEO & Co-Founder)Currently CEO & Co-Founder of the Shorty Awards for social media. Previously CEO of RadioTail and Chairman of Halenet.
Lee Semel
(CTO & Co-Founder)Currently Co-Founder and Producer at the Shorty Awards. Previously Founder and CTO of Innofinity.
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