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 empathetic and innovative Customer Success Operations Manager to join our team and make a big impact.

As our first Customer Success Operations Manager, your mission will be to lead operations for the post-sale team. You should be excited about data analysis and process improvement. You’ll be a great fit for this role if you’re a creative problem-solver and strong cross-functional collaborator.

What you'll do: 

  • Create playbooks to outline policies for Customer Success to follow and build processes that align with our customer segments
  • Collaborate with Sales Operations to ensure a smooth and complete Sales to Customer Success handoff
  • Report on team performance through ClientSuccess and HubSpot
  • Forecasting and headcount planning for Customer Success
  • Collaborate with product around tracking product usage data
  • Product roadmap advocacy within post-sale team
  • Ongoing data hygiene across internal tools including ClientSuccess and HubSpot
  • Own renewal operations to create a more efficient renewal process
  • Own book of business planning and goal setting for the CSMs
  • Assessing churn and growth (or longer-term retention) within specific accounts to highlight bigger picture themes for Customer Success
  • Streamline the business review process by maintaining contract and usage data within ClientSuccess
  • Instrument tech-touch programs through automating tasks and customer communication
  • Oversee customer onboarding through SuccessCycles within ClientSuccess
  • Continue driving tool management and adoption of health software

How success will be measured in this role: 

  • Resource and team allocation
    • Book of business planning
    • Headcount planning
  • Collaborating with the broader Customer Success team to maintain:
    • A baseline SuccessScore of 50
    • A 100%+ Net Revenue Retention goal each quarter
  • Implementing new policies and processes for the team on an ongoing basis

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

  • 5+ years professional experience, with at least 2 years of related experience directly in customer-facing or operations role at a B2B SaaS company
  • Superior data monitoring and analysis skills, being able to use data to analyze results and make data-driven decisions
  • Passion for process improvement
  • Creative problem solver
  • Communicates in a clear, professional, and informative style
  • Presentation skills, ability to present key findings to the C-level
  • Builds trust and confidence with customers and colleagues
  • Comfort with tools including Slack, HubSpot, ClientSuccess, Excel, Intercom, SQL
  • Leads through influence and maintains a high level of team engagement and motivation
  • An interest in technology and the public relations industry

Interview Overview

Below you'll find an outline of the interview plan for our Customer Success Operations Manager 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 2-3 hours to complete 
  • Three, thirty-minute interviews with members of our team
  • 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 between $90,000 - $115,000+, 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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