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.
As an Enterprise Customer Success Manager, your primary focus will be on driving growth and securing renewals within Muck Rack's enterprise customer segment. You should be excited about working in a fast-paced environment with our largest customers. You’ll be a great fit for this role if you are motivated by helping customers and driving revenue.
What you’ll do:
- Serve as the primary contact for enterprise brands & agencies to retain and grow a book of business ranging from $1.7 - $2.0 million in customer contract value
- 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
- Consistently achieve revenue goals and meet activity requirements
- 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
- 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
If the details below describe you, you could be a great fit for this role:
- 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 enterprise accounts
- True consultative selling experience, with a proven track record of developing tailored solutions to meet client needs
- 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
Interview Overview
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)
Salary
In the US, the base salary for this role is between $85,000 and $95,000 with on target earnings of $110,000-120,000+. Note that we typically build 1-3 quarters of ramp time with lower goals and thus lower earnings from commissions. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.
