Manager of Customer Success, Muck Rack
Agency
$130-160k
OTE
+ Equity opportunities
More information about location
Public Relations software
Be an early applicant
Public Relations software
201-500 employees
Be an early applicant
$130-160k
OTE
+ Equity opportunities
More information about location
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- 7-10 years of experience in B2B SaaS customer success, account management, or sales roles
- Proven experience managing renewals, expansion, or retention pipelines
- Experience leading or mentoring a team, with a focus on coaching and development
- Strong analytical skills and ability to use data to inform decisions
- Experience working with CRM tools and managing pipeline/forecasting
- Strong communication skills and ability to build relationships with customers and internal teams
- Experience working with agencies or managing agency relationships preferred
- Background in SaaS, MarTech, or similar industries is a plus
- Ability to operate in a fast-paced, distributed environment
- Alignment with Muck Rack’s core values: Customer Devotion, Resilience, Transparency, Ownership
- Proactively incorporate AI tools into day-to-day work to improve productivity and accelerate delivery
What the job involves
- We’re looking for a strategic and results-oriented Manager, Customer Success (Agency) to join our team and lead our agency-focused customer success efforts
- As our Manager, Customer Success (Agency), your mission will be to drive customer retention, expansion, and satisfaction across our agency customer base while developing a high-performing team of Customer Success Managers
- This is a great opportunity for someone who enjoys working closely with customers, leading teams, and bringing structure and consistency to how we manage renewals, risk, and growth
- Lead, coach, and develop a team of Customer Success Managers supporting agency customers across different segments
- Drive Gross and Net Revenue Retention through strong renewal execution and expansion strategy
- Build and maintain relationships with key stakeholders across strategic agency accounts
- Guide your team in delivering consultative value through product expertise, industry best practices, and strategic recommendations
- Forecast monthly and quarterly GRR and NRR with accuracy
- Own and inspect the renewals and expansion pipeline, ensuring visibility into risk, opportunity, and execution
- Identify performance gaps across accounts and implement clear, measurable plans to improve outcomes
- Partner cross-functionally with Onboarding, CX, Product, and RevOps to deliver a consistent and scalable customer experience
- Translate customer feedback into insights that inform product and go-to-market strategy
- Hire, develop, and retain top talent within the Customer Success organization
- How success will be measured in this role:
- Achievement of Gross and Net Revenue Retention targets
- Accurate renewal and expansion forecasting
- Growth in expansion bookings within agency accounts
- Strong performance and development of Customer Success Managers
- Positive customer outcomes and long-term account value
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
- Intro call with a member of our Talent Team
- A video interview with the Hiring Manager
- Live working session
- Panel interviews with executive team members
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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