Manager of SMB Customer Success, Muck Rack
$120-138k
OTE
$90k
BASE
We typically build 1-3 quarters of ramp time with lower goals and thus lower earnings from commissions.
More information about location
Public Relations software
Posted today
Public Relations software
201-500 employees
Posted today
$120-138k
OTE
$90k
BASE
We typically build 1-3 quarters of ramp time with lower goals and thus lower earnings from commissions.
More information about location
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- As a leader, you have a passion for solving problems, you are devoted to operational and engagement improvements, and you are committed to developing the skills of your team
- At least 3 years of SaaS customer engagement and renewal experience and at least 2 years of people management experience
- Proficiency managing pipeline, forecasting and reporting in a CRM
- Strong analytical and strategic thinking – able to take complex customer concerns and orchestrate resources and tactics to address them (includes strong writing and communication skills)
- Experience working with mid-market accounts to identify and solve challenging business problems
- You enjoy working with individual contributors and have direct experience managing junior colleagues or have participated in some sort of mentorship program
- Exposure to a performance management framework that includes one-on-ones, continuous feedback, and regular reviews is helpful
- Enjoy working in a fast growing company, resilient to necessary business changes and excited about leading your team to new heights
- Experience working toward customer health and satisfaction – not just toward a renewal
- A natural ability to collaborate with Sales, Marketing, Product, Revenue Operations, and other Customer Success teams
- Able to travel up to 10% of the time to customer meetings or remote offices
- Experience building cohesive, distributed teams with a proven ability to coach and develop others
What the job involves
- We’re looking for a strategic and empathetic Manager, SMB Customer Success to join our team and ensure our customers successfully adopt and renew Muck Rack year over year
- Being successful on this team means advocating for customer needs, challenging convention through new ideas and solutions, and working together to create impact
- As a Manager, SMB Customer Success, you will work with a large volume of customers across your team’s full book of business in both proactive and reactive manners, participating in and driving cross-functional initiatives focused on improving customer health, revenue growth and retention
- A major part of your role will also be to coach and advance the team to high standards of excellence
- In this role, your mission will be to go beyond the goal of customer renewals and instead focus on long-term customer health
- Attract, hire, onboard, coach and retain top customer success managers
- Motivate, inspire and mentor your team members to achieve strong quarterly results
- Manage recurring revenue and deliver high on-time renewal rates
- Help craft the evolving and growing SMB CSM strategy for Muck Rack
- Build customer success playbooks that drive gross and net revenue retention for Muck Rack’s customers
- Partner with Revenue Operations to define and execute against rules of engagement and customer journey triggers
- Partner with Revenue Enablement to develop training and career paths for your direct reports
- Collaborate with other CSM leaders, such as Customer Support and Onboarding to advocate for customer needs and deliver a unified & professional customer experience
- Work closely with Sales teams to ensure customers’ pre-sale expectations are exceeded in the post-sale experience
- Own key metrics for your team including renewal forecast, activity management, upsells, platform adoption, and churn
- Build relationships with key customers via calls and on-site visits
- How success will be measured in this role:
- Quarterly net and gross revenue retention goal attainment
- Improving and maintaining high customer health scores alongside retention
- Ability to recruit and retain your team
- Upward feedback from your direct reports and peer feedback
- Ongoing process refinement and change management
- Cross-functional partnership with Sales, Revenue Operations, Marketing, and Product
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 45 min zoom interview with the hiring manager
- Take-home assignment (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.
Share this job
View 10 more jobs at Muck Rack