Customer Success Manager, Muck Rack
Mid Market
$70-90k
OTE
Plus equity and bonus
Public Relations software
Open for applications
Public Relations software
201-500 employees
Open for applications
$70-90k
OTE
Plus equity and bonus
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- 1-3 years working in SaaS account management or in a blended CSM role, with a focus on upsells and renewals OR 2 - 5 years of client facing experience in PR, marketing, or advertising (experience carrying a quota or managing a book of business in some capacity is key)
- Natural relationship builder who is personable, patient and dependable - you enjoy working with customers, and they enjoy working with you
- Excellent communication skills, both written and verbal - you’re equally comfortable drafting an email, jumping on the phone, and leading meetings/presenting to large groups
- Proactive in helping customers with long term planning - you’re a solutions-oriented problem solver who derives satisfaction from ensuring customer needs are met
- Familiar with the tools we use, including Salesforce, Google Apps, Gong and Slack,and you learn how to use new tools quickly
- Experience or strong interest in PR or journalism or an understanding of these industries is helpful
What the job involves
- As a Customer Success Manager on our Mid-Market team, you will be focused on customer growth and retention
- You will work closely with our sales, customer support, customer onboarding, and product teams
- 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 $1.5 - $1.7 million in annual contract value
- Achieve retention and account growth goals (for accounts with ARR ranging from $10,000 - $50,000+)
- Demo Muck Rack at meetings, on phone calls and at events
- Deliver 5+ calls with customers per day to provide product expertise, share industry best practices and strategic recommendations, and lead account walkthroughs to highlight usage wins and opportunities
- Oversee the customer lifecycle from initial 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 agreements 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
- Quarterly Net and Gross revenue retention goals
- Customer Health and Engagement (Health Score)
Application process
- 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. As of 2022, tens of thousands of journalists have profiles on Muck Rack that are available for businesses 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 demand away from printed publications. As the landscape changes, Muck Rack has expanded their services to include a Public Relations Management platform.
It’s moves like this, as well as their shift into being a “distributed” business (hybrid or remote) that has ignited a renewed confidence in Muck Rack from investors. Though the company has been bootstrapped since its founding, Muck Rack received its first outside funding to the sum of $180 million in 2022, exemplifying how important investors deem their platform to be.
With its substantial funding, the future is bright for Muck Rack, though they will have to think carefully about how to advance the platform. Digital content can go viral in a matter of hours, and the creators are not always journalists.
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)Currently CEO & Co-Founder of the Shorty Awards for social media. Previously CEO of RadioTail and Chairman of Halenet.
Lee Semel
(CTO)Currently Co-Founder and Producer at the Shorty Awards. Previously Founder and CTO of Innofinity.
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