Director of Customer Success, Muck Rack
$140-160k
Public Relations software
Job no longer available
Public Relations software
201-500 employees
Job no longer available
$140-160k
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- 8-10+ years overall experience in Customer Success, Account Management, Consulting or Project Management roles with 4+ years of experience within a B2B SaaS environment
- 4+ years of people management experience, with 2+ years of experience managing people managers, including experience leading CS teams who have executed high touch, tech touch, and renewal responsibility motions
- Exceptional verbal and written communication skills with the ability to drive difficult conversations, and effectively communicate complex technical or business concepts to senior customer leaders
- A strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
- Experience successfully working with senior (VP and C-level) executives, including at large (Fortune 500) companies
- Strong analytical skills and Microsoft Excel capabilities - able to get hands on with data to assist teams with difficult challenges when needed, and utilize the data to problem solve
- Creative and effective problem solver, able to break down issues, ask the right questions, and make judgment calls based on limited information
- Hands-on experience with SaaS Customer Success processes and tools (HubSpot, Intercom, etc)
- Amenable to a potential travel requirement of up to 25%
- Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
What the job involves
- Lead the Customer Success team in driving the highest level of value, adoption, health and retention for our existing customers
- Build and maintain strong relationships with internal and external stakeholders, to ensure that Muck Rack is delivering on our value of Customer Devotion and quickly escalating/addressing any issues
- Establish a consistent execution of customer engagement by assisting our team in communicating value, raising issues and navigating difficult conversations
- Enable the team to identify and effectively resolve accounts with low adoption through customer engagement, creative problem solving and effective internal collaboration with our Customer Onboarding team
- Provide effective coaching and feedback to team managers, helping them to successfully lead our three customer success segments (Enterprise, Mid-Market, and SMB)
- Recruit top talent, upholding and raising the bar for CSM excellence
- Drive ongoing improvements to team efficiency via improved processes, documentation, enablement and other innovations
- Assess, forecast and mitigate any risk of churn within the customer base
- Partner with other CS leadership & respective teams (Support, Ops, Onboarding, Education) to ensure strong alignment, effective processes and consistency in the customer and employee experience
- Partner with cross-functional stakeholders like Finance, Sales, Product, Marketing and Engineering in an effort to drive the delivery of exceptional customer service to all of our customers
- Act as an advisor to the VP of Customer Success and to the broader business, sharing insights and learnings as to how we can ensure we’re delivering the highest standard of excellence
- Deliver inspiring, motivational leadership that elevates the energy and enthusiasm of our CSM teams
Application process
- 30 min interview with a member of our Talent Team
- A 1 hour Zoom interview with the hiring manager
- A panel interview with several team members
- 30/60/90 Day Plan Presentation
- Meet & greet with your future direct reports
- 1:1 with our CEO
Our take
Muck Rack was founded in 2009 as a platform for businesses to connect with journalists. As of 2022, 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 (hybrid or remote), 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
(Co-Founder & CEO)Currently CEO & Co-Founder of the Shorty Awards for social media. Previously CEO of RadioTail and Chairman of Halenet.
Lee Semel
(Co-Founder & CTO)Currently Co-Founder and Producer at the Shorty Awards. Previously Founder and CTO of Innofinity.
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