Customer Success Manager, Mid-Market - Muck Rack
New York City, NY
About the Job
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 Public Relations Management (PRM) platform enables organizations to build relationships with the media, manage crisis risk and demonstrate PR's impact on business outcomes.
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, & customer devotion and infuse these values into everything we do.
As a Mid-Market Customer Success Manager, you will be focused on driving growth and securing renewals within Muck Rack's mid-market customer segment. You should be excited about working in a fast-paced environment with a diverse range of agency and brand accounts. 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 a primary contact for a portion of Muck Rack's mid-market segment to retain and grow a book of business ranging from $1.7 - $2 million in annual contract value
- Consistently achieve revenue goals and meet activity requirements
- 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
- 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
- Source new contacts as our original decision makers change within a company and communicate our value proposition
- 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:
- 1-3 years in Customer Success or Account Management within a B2B SaaS environment, 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 mid-market accounts
- 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
- 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 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
The base salary for this role is $70,000, with $90,000+ in OTE. 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.
Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.
Why Muck Rack?
Remote Work, Forever. We're a fully distributed team and have pledged to remain that way forever. We offer employees a full home office setup, phone & internet reimbursement, and a monthly coworking membership. We build culture through virtual and in-person team bonding opportunities including team lunches, friendly competitions, and celebratory events!
Transparent Compensation. We offer competitive geo-neutral pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market. Depending on the role, we offer either a standardized bonus program or attainable commission structure and an opportunity to earn equity in the company. All employees are eligible for our 401(k) plan* with employer contributions.
Health & Wellness*. Muck Rack provides comprehensive health, dental, vision, disability and life insurance for employees and their families. We offer a high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options. Our team also has access to 24/7 Virtual Care, an Employee Assistance Program, employer-funded HSA contributions, and other pre-tax benefits. Team members have access to a quarterly wellness stipend and a free Headspace subscription.
PTO and Family Benefits. Our team enjoys 4+ weeks of off-the-grid PTO, paid sick/mental health days and 13 paid holidays, which can be exchanged for additional PTO with our "Holiday Swap Program." We also provide up to 16 weeks of fully paid parental leave.
Personal & Professional Development. We grow talent by creating internal pathways for advancement and promotion. Muck Rack conducts bi-annual performance reviews, hosts team-wide workshops, and offers management training and leadership training opportunities. We also provide unlimited subscriptions to L&D platforms including Coursera & O'Reilly, as well as 2 additional days of PTO to dedicate to learning and development.
Culture of Inclusion. We know that diverse perspectives breed innovation and help us better serve our customers. We are committed to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably.
Customer-First. Founder-controlled means we have the freedom to be nimble, highly collaborative and innovative, building forward-thinking products that enable 3,000+ companies around the world to build trust, tell their stories and demonstrate the unique value of earned media.
*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.
While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.
