Senior Customer Success Manager - 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.

In Short

• 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.

Requirements

• 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.

Benefits

• Remote Work, Forever.
• Transparent Compensation.
• Health & Wellness benefits.
• PTO and Family Benefits.
• Personal & Professional Development opportunities.
• Culture of Inclusion.
• Customer-First approach.