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 a Pooled Customer Success Manager, you will be at the forefront of shaping how we manage and support customers within our SMB segment. In this collaborative team environment, you’ll focus on key activities across the customer lifecycle to drive adoption, retention, and satisfaction. Rather than managing a traditional book of business, you’ll contribute to shared team goals, embracing a task-oriented and process-driven approach to ensure success and renew business.
What you'll do:
- Lead critical activities such as onboarding, escalations, training resource delivery, risk mitigation, and renewals for a shared customer book of business
- Handle customer cases assigned via a round-robin system, ensuring timely responses and resolution while maintaining high-quality outcomes
- Proactively share relevant resources and insights to help customers maximize value and engagement and help mitigate risk
- Leverage tools like Salesforce to manage and prioritize tasks, ensuring no cases are overlooked and all workflows are documented effectively
- Partner with cross-functional teams, including Customer Support, Accounts Receivable, and Marketing, to align on customer goals and provide holistic support
- Share feedback and contribute to refining processes to enhance team efficiency and scalability
- Maintain accurate renewal and opportunity data in team dashboards to support retention and upsell opportunities as well as maintaining a clean and updated Dashboard of daily tasks and cases
How success will be measured in this role:
- Manage high volume of customer cases achieving KPIs like time to close and risk mitigation
- Contribute to team retention goals including GRR and NRR
- Provide ideas and feedback to streamline processes and improve workflows
- Demonstrate adaptability and responsiveness in a dynamic environment
If the details below describe you, you could be a great fit for this role:
- 1+ years in a customer-facing role such as customer success, support, service or sales, preferably in a B2B SaaS environment
- Proven ability to manage high volumes of tasks or customers while staying organized and efficient
- Experience using CRMs like Salesforce and automation tools to streamline work.
- Exceptional prioritization and time management skills
- Strong, empathetic communication, with an understanding of SMB customers’ unique challenges
- Positive, collaborative mindset, with the ability to navigate ambiguity and adapt to change
- Commitment to quality, even when performing repetitive tasks
- Familiarity with sales processes or identifying upsell opportunities
- Knowledge of tools like Marketo, Outreach, or similar platforms
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 $55,000 - $60,000 with $70,000+ in on target earnings. 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.
