Manager, SMB Customer Success - Remote

Overview

Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to enable organizations to build trust, tell their stories, and demonstrate the unique value of earned media. Muck Rack’s AI-powered, comprehensive, and integrated platform streamlines the PR workflow to help businesses generate positive media coverage, monitor mentions to manage brand reputation, and analyze PR’s impact on business outcomes. By combining media database, monitoring, and reporting into one dynamic platform, we empower teams to collaborate seamlessly, pitch effectively, and analyze results faster and more efficiently.

Founder-controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, and customer devotion, and infuse these values into everything we do.

In Short

• 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.
• Collaborate with other CSM leaders to advocate for customer needs and deliver a unified 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.

Requirements

• 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.
• Experience working with mid-market accounts to identify and solve challenging business problems.
• Enjoy working in a fast-growing company.
• Experience building cohesive, distributed teams.
• 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.

Benefits

• Remote work flexibility.
• Transparent compensation structure.
• Comprehensive health, dental, vision, disability, and life insurance.
• PTO and family benefits including parental leave.
• Personal and professional development opportunities.
• Inclusive culture that values diverse perspectives.
• 401(k) plan with employer contributions.