Customer Success Manager, SMB

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 a Customer Success Manager, SMB, 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. You will be responsible for rapidly understanding each customer’s business and communications requirements and driving them to realize a fast time-to-value from their investment in Muck Rack as efficiently as possible. You’ll be a great fit for this role if you enjoy taking ownership, love analyzing data, and enjoy working with customers but prioritize efficiency and communicating at scale over building 1:1 relationships.

• 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 Intercom 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

• NPS
• Account Health
• Ability to create efficiencies in process for retaining our SMB customers
• NRR
• Renewals

• 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

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.

• 30 min interview with a member of our Talent Team
• A 1 hour zoom interview with the hiring manager 
• Take-home assignment (2 hours max) 
• A final interview with several team members

The base 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.