Customer Success Manager

We’re looking for an experienced and customer-focused Customer Success Manager to join our team.

As a Customer Success Manager your primary focus will be on driving growth and securing renewals within Muck Rack's UK market. You should be excited about working in a fast-paced environment with our UK customers. 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 the primary contact for enterprise and midsize brands or agencies to retain and grow a book of business

• 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

• Consistently achieve revenue goals and meet activity requirements

• Oversee the customer lifecycle from postsale 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

• Negotiate contracts to ensure long-lasting and growing relationships with our customers

• Represent Muck Rack at in-person events and networking opportunities building valuable relationships and expanding our market presence

How success will be measured in this role:

• Customer Health (SuccessScores)

• Quarterly Net and Gross revenue goals

• Meetings per quarter (virtual and in-person)

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

• 2-3 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 the UK Market

• 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 in PR or journalism or an understanding of these industries strongly preferred

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

In the UK the salary range for this role is between £56500 - £63500 with on target earnings of £73500-80500 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. Please note that we are unable to offer visa sponsorship or relocation assistance for this position; candidates must be based in and authorized to work in the UK.

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.