Senior Customer Success Manager, Muck Rack
Enterprise
$130-140k
OTE
$100-110k
BASE
Public Relations software
Open for applications
Public Relations software
201-500 employees
Open for applications
$130-140k
OTE
$100-110k
BASE
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- 8+ years in Customer Success or Account Management within a B2B SaaS environment of similar or greater size and ARR to Muck Rack, with a proven track record of meeting and exceeding revenue goals
- Expertise in overseeing the entire customer lifecycle, including driving expansions, managing complex renewals, and handling escalations within large enterprise accounts
- Demonstrated success in consultative selling, with a proven ability to develop and implement tailored solutions that meet the nuanced needs of enterprise clients
- Proficient in Customer Success strategies and methodologies, including lifecycle management, risk mitigation, executive sponsor development, and defining outcomes and business cases
- Strong background in contract management, including expertise in leading negotiations with senior stakeholders
- Demonstrated executive presence and strategic acumen in customer engagement, including the effective use of multi-threading and relationship-building techniques
- Precise and confident communication skills with an ability to address high-stakes concerns and provide solutions that de-escalate conflicts and reinforce trust
- Ability to leverage data, including usage and adoption, to lead strategic decision making and optimize customer success strategies
- Flexibility to adapt to changing priorities and emerging challenges in a dynamic work environment
- Strong decision-making capabilities, with a focus on prioritizing customer needs and driving outcomes that align with business objectives
- You should be excited about working in a fast-paced environment, engaging with our largest and most complex customers
- You’ll be a great fit for this role if you are motivated by driving value for customers and achieving substantial revenue growth
What the job involves
- As a Senior Enterprise Customer Success Manager, your primary focus will be on driving growth and ensuring renewals within Muck Rack's enterprise customer segment
- Serve as the primary contact and strategic advisor for enterprise brands & agencies to retain and grow a book of business of $2 million+ in customer contract value
- Engage with C-level and senior stakeholders, both virtually and in-person, to deliver expert product knowledge, share industry best practices, and provide strategic recommendations that drive value and growth
- Consistently exceed revenue targets and activity metrics, ensuring alignment with company-wide OKRs
- Oversee the entire customer lifecycle from post-sale to renewal to ensure the customer is deriving value at every stage
- Manage customer feedback and deliver high-impact insights to internal stakeholders, directly influencing our product roadmap and strategic vision
- Lead complex contract negotiations, securing mutually beneficial agreements that reinforce long-lasting customer relationships
- Immerse yourself in the public relations industry, establishing and maintaining a strong network of communications and industry professionals
- How success will be measured in this role:
- Customer Health (SuccessScores)
- Achievement of Quarterly Net and Gross Revenue Goals
- Customer Success KPIs, including driving adoption, early renewals, and regular touchpoints with customers
Application process
- 30 min interview with a member of our Talent Team
- A 45 minute 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)
- 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
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
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 values
- Customer devotion - Muck Rack go the extra mile for their customers — journalists and PR professionals around the world.
- Resilience - Muck Rack don’t shy away from big challenges. They keep pursuing their goals until they achieve them.
- Ownership - Muck Racks employees all act as the CEOs of their projects and their responsibilities, taking ownership for their actions and results.
- Transparency - Muck Rack believes that sharing actionable, timely and honest information with employees and customers is essential.
Company HQ
Brickell, Miami, FL
Articles
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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