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 a proactive, empathetic, and eager Customer Success Manager, SMB to join our team and make a big impact.

As one of our first SMB Customer Success Managers, your mission will be to set up small business customers for immediate success by facilitating the customer journey from account activation through renewal. You should be excited about owning and improving the Muck Rack experience for our largest customer segment by introducing automations across the customer journey, from onboarding to renewal in collaboration with our Customer Success Operations Manager.

What you'll do: 

  • Utilize 1:many communication strategies to drive end user engagement, maximize product adoption and deliver proactive renewal reminders for up to 1,000 accounts
  • Provide constant feedback to ops team members to further automate communication with customers in this segment
  • Manage customer lifecycle from onboarding through renewal for small business accounts with ARR ranging from $3,500 - $10,000
  • Identify repeatable strategies and build upon existing playbooks to drive adoption and renewal growth and to mitigate risk
  • Connect with and assist customers when they fall out of engagement sequences
  • Collaborate across teams (sales, support, product, marketing) to ensure a smooth journey and that we have the right content in place to support this segment at scale
  • Leverage ClientSuccess to monitor at-risk customers through usage, reporting and analytics
  • Ensure all customers complete the required technical setup efficiently and in a timely manner
  • Develop a deep understanding of customers' business and operational objectives
  • Help drive early adoption, setting KPIs and success metrics for ROI

How success will be measured in this role: 

  • Account Health (SuccessScores)
  • Ability to create efficiencies in process for retaining our SMB customers

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

  • 2+ years professional experience, with at least 1 year of related SaaS experience in sales development, customer success, account management, or project management (experience carrying a quota or managing a high-volume book of business in some capacity is key)
  • Can communicate about and advise on technical concepts
  • A dedication to providing a best-in-class service experience
  • An ability to use data to analyze results and make data-driven decisions
  • Familiar with the tools we use, including Dropbox, HelloSign, Google Apps, Hubspot (or Salesforce), Intercom, Clientsuccess, and Slack
  • Track record of success in a customer-focused environment, with an emphasis on written communication
  • Passion for process-improvement, with the ability to uncover gaps in processes and opportunities for standardization
  • Collaborative and enthusiastic about working cross-functionally with multiple teams
  • Quick learner who picks up new technologies with ease

Interview Overview

Below you'll find an outline of the interview plan for our Customer Success Manager, SMB 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
  • A take-home assignment, that should take no longer than 1-2 hours to complete
  • Two, 30-minute interviews with four members of our team
  • References calls & a background check

Details

Start Date:

Based on the interview plan above, we expect this process to take approximately 2-3.5 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 $65,000, with $80,000+ 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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