Customer Success Manager, Mid-Market - Public Relations SaaS Platform

Join the Muck Rack Team: Customer Success Manager, Mid-Market

Are you a customer-focused and growth-driven professional looking for a new challenge in the SaaS industry? Muck Rack, the leading platform for public relations and communications professionals, is seeking an experienced Customer Success Manager to join our Mid-Market team! As a Customer Success Manager, you will play a critical role in driving customer growth and retention, while working closely with our sales, customer support, customer onboarding, and product teams.

About Muck Rack

Muck Rack is a founder-controlled, fully distributed company that has received several awards for its unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. Our mission is to enable organizations to build trust, tell their stories, and demonstrate the unique value of earned media. Our Public Relations Management (PRM) platform empowers organizations to build relationships with the media, manage crisis risk, and demonstrate PR's impact on business outcomes.

Job Summary

As a Customer Success Manager on our Mid-Market team, you will be responsible for serving as a primary contact for a portion of Muck Rack's mid-market segment, with a focus on customer growth and retention. You will work with a diverse range of agency and brand accounts, including companies like Duolingo, Daily Harvest, CASETiFY, The Motley Fool, and Rare Beauty. Your goal will be to achieve retention and account growth goals, while delivering exceptional customer experiences and providing product expertise, industry best practices, and strategic recommendations.

Key Responsibilities:

• Serve as a primary contact for a portion of Muck Rack's mid-market segment, with a book of business ranging from $1.5 - $1.7 million in annual contract value
• Achieve retention and account growth goals for accounts with ARR ranging from $10,000 - $50,000+
• Demo Muck Rack at meetings, on phone calls, and at events
• Deliver 5+ calls with customers per day to provide product expertise, share industry best practices and strategic recommendations, and lead account walkthroughs to highlight usage wins and opportunities
• Oversee the customer lifecycle from initial 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 agreements 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:

Your success in this role will be measured by:

• Quarterly Net and Gross revenue retention goals
• Customer Health and Engagement (Health Score)

Requirements:

To be successful in this role, you should have:

• 1-3 years working in SaaS account management or in a blended CSM role, with a focus on upsells and renewals OR 2 - 5 years of client-facing experience in PR, marketing, or advertising (experience carrying a quota or managing a book of business in some capacity is key)
• Natural relationship building skills, with the ability to be personable, patient, and dependable
• Excellent communication skills, both written and verbal
• Proactive approach to helping customers with long-term planning, with a solutions-oriented problem-solving mindset
• Familiarity with tools like Salesforce, Google Apps, Gong, and Slack, with the ability to learn new tools quickly
• Experience or strong interest in PR or journalism, or an understanding of these industries

What We Offer:

At Muck Rack, we offer a unique and supportive work environment that prioritizes employee growth and well-being. Here are some of the benefits and perks you can expect:

• Remote Work, Forever: We're a fully distributed team, and we're committed to remaining that way. We offer employees a full home office setup, phone & internet reimbursement, and a monthly coworking membership.
• Transparent Compensation: We offer competitive geo-neutral pay in the U.S., with a base salary of $70,000 and an OTE of $90,000+. We review compensation at least once annually to ensure internal equity and alignment with the external market.
• Health & Wellness: We provide comprehensive health, dental, vision, disability, and life insurance for employees and their families. We also offer a high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options.
• PTO and Family Benefits: Our team enjoys 4+ weeks of off-the-grid PTO, plus paid sick/mental health days, summer Fridays, and 13 paid holidays. We also provide up to 16 weeks of fully paid parental leave.
• Personal & Professional Development: We grow talent by creating internal pathways for advancement and promotion. We conduct bi-annual performance reviews, host team-wide workshops, and offer management training and leadership training opportunities.
• Culture of Inclusion: We know that diverse perspectives breed innovation and help us better serve our customers. We're committed to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably.

How to Apply:

If you're excited about this opportunity and think you'd be a great fit for our team, please don't hesitate to apply! We're committed to building a diverse and inclusive workplace, and we want to hear from you. You may be a great fit for this role or another position on our team.

We are an equal opportunity employer and we're committed to a fair and consistent interview process and candidate experience.