Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to make PR pros more successful by providing them with technology to find journalists to pitch, monitor media, quantify their impact and work more efficiently with their teams.

Self-funded, globally distributed, and growing quickly, Crain’s named Muck Rack one of the best places to work in 2019, 2020, and 2021! We value resilience, transparency, ownership, and customer devotion and infuse these values into everything we do.

We’re growing quickly, and we’re looking for an experienced and customer-focused Senior Customer Success Manager to join our team and make a big impact.

As a Senior Customer Success Manager, you will be focused on ensuring that the larger mid-market segments of Muck Rack customers grow and renew. You should be excited about working in a fast-paced environment with a diverse range of agency and brand accounts including companies like PETA, 5W Public Relations, The Motley Fool, Draft Kings, and Affirm. You’ll be a great fit for this role if helping customers use Muck Rack to achieve their goals comes naturally to you.

You will work closely with the sales, customer success and product teams.

What you'll do: 

  • Serve as a primary contact for a portion of Muck Rack’s mid-market segment
  • Achieve retention and account growth goals with a book of business ranging from 1.5-1.7 million dollars
  • Manage customer lifecycle from onboarding through renewal
  • Proactively reach out to customers to develop advocates and build new relationships
  • Demo Muck Rack at meetings, on phone calls to contacts at all levels of the organization
  • Manage customer feedback and deliver insights to internal stakeholders that will influence our product roadmap
  • Collaborate with senior leadership at Muck Rack to help foster c-level relationships with your customers
  • Serve as a product expert to provide strategic guidance to customers surrounding their media relations and reporting efforts
  • Mentor junior Customer Success Managers to gain leadership skills
  • Identify processes within the account and renewal lifecycle that need to be improved and present solutions. Additionally, identify any gaps in working with our Onboarding Specialists and Customer Support team to ensure transparency and a seamless working relationship.
  • Become involved in the public relations industry and build a strong network of PR professional

How success will be measured in this role: 

  • Customer Health (SuccessScores)
  • Quarterly Net and Gross revenue goals

If the details below describe you, you could be a great fit for this role:

  • 2 - 5 years working in SaaS account management or in a blended CSM role, with a focus on upsells and renewals OR 3 - 6 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 builder who is personable, patient and dependable - you enjoy working with customers, and they enjoy working with you
  • Excellent communication skills, both written and verbal - you’re equally comfortable drafting an email, jumping on the phone, and leading meetings/presenting to large groups
  • Proactive in helping customers with long term planning - you’re a solutions-oriented problem solver who derives satisfaction from ensuring customer needs are met
  • Familiar with the tools we use, including Dropbox, HelloSign, Google Apps, Hubspot (or Salesforce), and Slack, and you learn how to use new tools quickly
  • Experience or strong interest in PR or journalism or an understanding of these industries is helpful

Interview Overview

Below you'll find an outline of the interview plan for our  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.

  • Complete our job application by submitting your resume, LinkedIn profile, & contact information
  • A thirty-minute interview with a member of our Talent Team
  • A one-hour video interview with the hiring manager for this position
  • Submit a take-home assignment that should take no longer than 3 hours to complete
  • Four, thirty-minute interviews with several members of our team, including a presentation of your take-home assignment
  • 2-3 references calls & a background check

Details

Start Date:

Based on the interview plan above, we expect this process to take approximately 2.5-4 weeks. This can depend on the availability of candidates and our hiring team. The start date for this role is flexible. 

Salary:

The starting salary for this role is $80,000, with $100,000 in OTE+, depending on skills and experience. 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.

Benefits of Working at Muck Rack

  • Geo-neutral approach to compensation, with competitive & equitable base salaries, plus a standardized bonus program*
  • Fully distributed team, with work-from-home benefits and monthly co-working stipend
  • Generous off-the-grid PTO, including paid parental leave, paid sick/mental health days, learning days, summer Fridays, and more
  • We conduct bi-annual performance reviews, and review compensation at least once annually to ensure internal equity and alignment with the external market
  • Health, dental and vision insurance (100% paid by employer for individuals; 70% paid by employer for families)
  • 401(k) plan with employer contributions*
  • Access to OneMedical, 24/7 Virtual Care, an Employee Assistance Program, and a Flexible Spending Account*
  • Discounted gym & bike memberships* and free Headspace account
  • Unlimited subscription to Learning & Development platforms
  • Virtual & in-person team bonding opportunities including free lunches, activities, & events
  • Inclusive culture that listens to and welcomes diverse perspectives
  • Self funded means we have the freedom to build forward-thinking products and put our customers first
*These benefits are specific to US-based employees. In some, but not all, cases, we are able to offer equivalent benefits to employees located outside of the United States.
We deliberately encourage individuals from all backgrounds, including race, gender identity, sexual orientation, disability status, and from all parts of the United States and Canada to apply for positions. We are an equal opportunity employer and we're committed to a fair and consistent interview process and employer experience.
 
NOTE: Today, we can not hire employees in Arkansas, California, Kansas, Kentucky, Louisiana, Mississippi, Montana, Nebraska, Nevada, New Mexico, North Dakota, Wisconsin, or Wyoming.
 
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