Senior Customer Success Manager, Muck Rack
Mid-Market
$105k
OTE
$85k
BASE
Public Relations software
Be an early applicant
Public Relations software
201-500 employees
Be an early applicant
$105k
OTE
$85k
BASE
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- 5+ 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; adept at handling complex renewal cycles and driving expansion within mid-market accounts
- Background in contract management and negotiation
- 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 concerns and provide solutions that de-escalate potential conflicts
- Ability to leverage data, including usage and adoption, for strategic decision making
- Flexibility to adapt to changing priorities and new challenges in a dynamic work environment
- Strong decision-making abilities to prioritize customer needs based on urgency and importance
- Experience or strong interest in PR or journalism or an understanding of these industries is helpful
- You should be excited about working in a fast-paced environment with a diverse range of agency and brand accounts. You’ll be a great fit for this role if you are motivated by helping customers and driving revenue
What the job involves
- As a Sr. Customer Success Manager, you will be focused on driving growth and securing renewals within Muck Rack's mid-market customer segment
- 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 $2-$2.3 million in annual contract value
- Consistently achieve revenue goals and meet activity requirements
- Meet with customers both virtually and in-person to provide product expertise, share industry best practices and strategic recommendations, and lead account walkthroughs to highlight usage wins and identify opportunities
- Oversee the customer lifecycle from post-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 contracts 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
- How success will be measured in this role:
- Customer Health (SuccessScores)
- Quarterly Net and Gross revenue goals
- Customer Success KPIs
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 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 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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