Pooled Customer Success Manager, Muck Rack
SMB
$70-80.5k
OTE
$55-60k
BASE
+ Equity opportunities & Standardized bonus or commission structure
More information about location
Public relations software
Be an early applicant
Public relations software
201-500 employees
Be an early applicant
$70-80.5k
OTE
$55-60k
BASE
+ Equity opportunities & Standardized bonus or commission structure
More information about location
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- 1+ years in a customer-facing role such as customer success, support, service or sales, preferably in a B2B SaaS environment
- Proven ability to manage high volumes of tasks or customers while staying organized and efficient
- Experience using CRMs like Salesforce and automation tools to streamline work
- Exceptional prioritization and time management skills
- Strong, empathetic communication, with an understanding of SMB customers’ unique challenges
- Positive, collaborative mindset, with the ability to navigate ambiguity and adapt to change
- Commitment to quality, even when performing repetitive tasks
- Familiarity with sales processes or identifying upsell opportunities
- Knowledge of tools like Marketo, Outreach, or similar platforms
- Proactively incorporate AI tools into day to day work to improve productively and accelerate delivery
What the job involves
- As a Pooled Customer Success Manager, you will be at the forefront of shaping how we manage and support customers within our SMB segment
- In this collaborative team environment, you’ll focus on key activities across the customer lifecycle to drive adoption, retention, and satisfaction
- Rather than managing a traditional book of business, you’ll contribute to shared team goals, embracing a task-oriented and process-driven approach to ensure success and renew business
- Lead critical activities such as onboarding, escalations, training resource delivery, risk mitigation, and renewals for a shared customer book of business
- Handle customer cases assigned via a round-robin system, ensuring timely responses and resolution while maintaining high-quality outcomes
- Proactively share relevant resources and insights to help customers maximize value and engagement and help mitigate risk
- Leverage tools like Salesforce to manage and prioritize tasks, ensuring no cases are overlooked and all workflows are documented effectively
- Partner with cross-functional teams, including Customer Support, Accounts Receivable, and Marketing, to align on customer goals and provide holistic support
- Share feedback and contribute to refining processes to enhance team efficiency and scalability
- Maintain accurate renewal and opportunity data in team dashboards to support retention and upsell opportunities as well as maintaining a clean and updated Dashboard of daily tasks and cases
- How success will be measured in this role:
- Manage high volume of customer cases achieving KPIs like time to close and risk mitigation
- Contribute to team retention goals including GRR and NRR
- Provide ideas and feedback to streamline processes and improve workflows
- Demonstrate adaptability and responsiveness in a dynamic environment
Application process
- Below you'll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision
- 30 min interview with a member of our Talent Team
- A 1 hour zoom interview with the hiring manager
- Skills assessment (2 hours max)
- Peer interviews with several team members
- Final call(s) with executive team member(s)
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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