Customer Success Manager, Muck Rack
Enterprise Agency
$105-125k
OTE
+ Equity opportunities & standardized bonus or commission structure
More information about location
Public Relations software
Be an early applicant
Public Relations software
201-500 employees
Be an early applicant
$105-125k
OTE
+ Equity opportunities & standardized bonus or commission structure
More information about location
201-500 employees
Company mission
To transform the way companies engage with the media.
Role
Who you are
- We’re looking for a proactive and commercially minded Customer Success Manager, Enterprise Agency to join our team and help us strengthen our relationships with agency customers
- This is a great opportunity for someone who enjoys building strong relationships, managing a revenue pipeline, and working closely with customers to ensure they are getting value from Muck Rack
- 5-8 years of experience in Customer Success, Account Management, or sales within a B2B SaaS environment
- Experience working with agency customers or similar client types preferred
- Proven experience owning a revenue target (retention and/or expansion)
- Experience managing complex renewal cycles and driving expansion within enterprise accounts
- Ability to leverage data (usage, adoption, engagement) to inform customer strategy
- Experience managing a pipeline and forecasting revenue
- Demonstrated executive presence and ability to build relationships across multiple stakeholders
- Strong communication skills with the ability to de-escalate and solve customer challenges
- Experience with contract management and negotiation
- Ability to operate in a fast-paced, distributed environment
- Proactively incorporate AI tools into day to day work to improve productively and accelerate delivery
What the job involves
- As a Customer Success Manager, Enterprise Agency, your mission will be to drive customer retention, expansion, and satisfaction across your book of business
- Serve as the primary point of contact for enterprise agency customers, retaining and growing a book of business
- Meet with customers virtually and in-person to provide product expertise, share industry best practices, and deliver strategic recommendations
- Own the full customer lifecycle, including support during post-sale onboarding through renewal and including product adoption for new and existing customers
- Own the full book of business, including all renewals and a pipeline of expansion opportunities
- Identify and close expansion opportunities (users, licenses, add-ons, and new product offerings)
- Forecast renewals and expansion revenue with a high degree of accuracy
- Execute on-time contract renewals and mitigate churn risk
- Identify customer risks early and partner with Support, Product, and leadership to resolve issues
- Lead regular business reviews (QBRs) with key accounts
- Provide customer insights and feedback that influence product development and go-to-market strategy
- How success will be measured in this role:
- Achievement of Gross and Expansion Revenue Retention targets
- Pipeline creation and conversion across expansion opportunities
- Accurate renewal and expansion forecasting (<5% variance)
- Strong customer health and engagement
- Consistent achievement of 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
- Intro call with a member of our Talent Team
- A video interview with the Hiring Manager
- Live working session
- Panel interviews with executive team members
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 companies 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 away market share from printed publications. As the landscape changes, Muck Rack has expanded its services to include a Public Relations Management platform.
It’s moves like this, as well as their shift to a “distributed” business (hybrid or remote), that have sparked renewed investor confidence in Muck Rack. Though the company has been bootstrapped since its founding, Muck Rack received its first outside funding of $180 million in 2022, underscoring the importance investors place on their platform.
With this substantial funding, the future is bright for Muck Rack, as it continues to roll out updates and new features to its platform. Digital content can go viral in a matter of hours, and the creators are not always journalists, meaning Muck Rack must remain agile and quick to respond.
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
(Co-Founder & CEO)Currently CEO & Co-Founder of the Shorty Awards for social media. Previously CEO of RadioTail and Chairman of Halenet.
Lee Semel
(Co-Founder & CTO)Currently Co-Founder and Producer at the Shorty Awards. Previously Founder and CTO of Innofinity.
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