Customer Success Manager, Mid-Market

We’re growing quickly and we’re looking for an experienced and customer-focused Customer Success Manager to join our Mid-Market team!

As a Customer Success Manager on our Mid-Market team you will be focused on customer growth and retention. You should be excited about working in a fast-paced environment with a diverse range of agency and brand accounts including companies like Duolingo Daily Harvest CASETiFY The Motley Fool and Rare Beauty.

You will work closely with our sales customer support customer onboarding and product teams.

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 $1.5 - $1.7 million in annual contract value

• Achieve retention and account growth goals (for accounts with ARR ranging from $10000 - $50000+)

• Demo Muck Rack at meetings on phone calls and at events

• Deliver 5+ calls with customers per day to provide product expertise share industry best practices and strategic recommendations and lead account walkthroughs to highlight usage wins and opportunities

• Oversee the customer lifecycle from initial 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 agreements 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:

• Quarterly Net and Gross revenue retention goals

• Customer Health and Engagement (Health Score)

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

• 1-3 years working in SaaS account management or in a blended CSM role with a focus on upsells and renewals OR 2 - 5 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 Salesforce Google Apps Gong and Slackand 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 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 $70000 with $90000+ in OTE. 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.