Customer Success Manager, Muck Rack
Tiered SMB
$66-145k
OTE
$65k
BASE
Note that we typically build 1-3 quarters of ramp time with lower goals and thus lower earnings from commissions. Plus standardized bonus or commission structure and equity opportunities
Public Relations software
Posted today
Public Relations software
201-500 employees
Posted today
$66-145k
OTE
$65k
BASE
Note that we typically build 1-3 quarters of ramp time with lower goals and thus lower earnings from commissions. Plus standardized bonus or commission structure and equity opportunities
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- If you’re passionate about making a difference, curious to explore new ways to serve our clients, driven to generate revenue, and excited to be part of a high-energy team, we want to hear from you
- 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 a high volume 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 complex situations and adapt to change
- Commitment to quality, even when performing repetitive tasks
- Familiarity with sales processes or identifying upsell opportunities
What the job involves
- As a Tiered SMB Customer Success Manager, your mission will be to build strong relationships with our small and medium-sized business customers, ensuring they achieve maximum value from our products while fostering a collaborative and proactive approach to their success
- This is a fantastic opportunity for someone who thrives in a fast-paced environment, is eager to learn, and enjoys working cross-functionally to solve problems and create impactful solutions
- Drive user engagement and maximize product adoption through proactive renewal strategies
- Proactively share relevant resources and insights to help customers maximize value, increase engagement, mitigate risk, and drive growth
- Manage customer lifecycle from onboarding through renewal for small and emerging accounts
- Utilize CRM tools such as Salesforce to manage and prioritize tasks and workflows
- Support and re-engage customers who miss key milestones
- Collaborate across teams (sales, support, product, marketing) to ensure a smooth journey and that we have the right content in place to support this segment at scale
- Develop a deep understanding of customers' business and operational objectives
- Help drive early adoption, capturing and achieving KPIs and success metrics for ROI
- How success will be measured in this role:
- Gross Revenue Retention (GRR) and Net Revenue Retention (NRR)
- Achievement of upsell and expansion goals
- Efficiency improvements in processes to enhance SMB customer retention
- Overall account health and engagement metrics
Application process
- 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 video interview with the Hiring Manager
- Skills assessment (2 hours max)
- Peer/Panel interviews with several teammates
- 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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