Customer Success Manager, Enterprise at Muck Rack

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Public Relations, SaaSIndustries

Requirements

5+ years in Customer Success or Account Management within a B2B SaaS environment of similar or greater size and ARR to Muck Rack, 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 enterprise accounts
True consultative selling experience, with a proven track record of developing tailored solutions to meet client needs
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

Responsibilities

Serve as the primary contact for enterprise brands & agencies to retain and grow a book of business ranging from $1.7 - $2.0 million in customer contract value
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 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
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

Skills

Customer Success

Account Management

B2B SaaS

Contract Negotiation

Renewal Management

Customer Lifecycle Management

Consultative Selling

Revenue Growth

Public Relations

Muck Rack

PR management software for media relations

About Muck Rack

Muck Rack provides a platform that connects public relations (PR) professionals with journalists. Its main product is a Public Relations Management (PRM) software that allows users to identify suitable journalists for their stories, track media coverage, and assess the effectiveness of their PR campaigns. The software features a user-friendly interface and a comprehensive database of journalists, which simplifies the process of media outreach for PR agencies, corporate communication teams, and educational institutions. Muck Rack differentiates itself from competitors by offering a subscription-based model that includes not only the PRM tools but also educational resources through Muck Rack Academy, where users can take courses and earn certifications. The goal of Muck Rack is to enhance the efficiency and effectiveness of media relations for its clients, helping them to demonstrate the value of their PR efforts.

Miami, FloridaHeadquarters

2009Year Founded

$175.1MTotal Funding

SERIES_ACompany Stage

Consulting, Enterprise Software, EducationIndustries

201-500Employees

Benefits

Fully distributed

Geo-neutral compensation

Time off

Health, vision, & dental insurance

401k

Paid parental leave

Full WFH setup reimbursement

Learning & development

Risks

Increased competition from AI-driven PR tools challenges Muck Rack's market position.

Integration challenges from acquisitions may disrupt service continuity and customer satisfaction.

Rapid AI advancements may outpace Muck Rack's innovation, risking obsolescence.

Differentiation

Muck Rack offers a comprehensive PRM software connecting PR professionals with journalists.

The platform includes a robust journalist database for targeted media outreach.

Muck Rack provides educational resources through Muck Rack Academy for skill enhancement.

Upsides

Acquisitions of Ruepoint and Keyhole enhance Muck Rack's media intelligence services.

New AI features improve workflow efficiency and provide advanced insights for PR professionals.

Partnership with Source of Sources expands network and resources for media coverage.

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