Customer Success Manager, Mid-Market

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

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 AI-powered, comprehensive, and integrated platform streamlines the PR workflow to help businesses generate positive media coverage, monitor mentions to manage brand reputation, and analyze PR’s impact on business outcomes. By combining media database, monitoring, and reporting into one dynamic platform, we empower teams to collaborate seamlessly, pitch effectively, and analyze results faster and more efficiently. 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, and 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.

Requirements

• 1-3 years in Customer Success or Account Management within a B2B SaaS environment
• Proven track record of meeting and exceeding revenue goals
• Expertise in overseeing the entire customer lifecycle
• Adept at handling complex renewal cycles
• Experience driving expansion within mid-market accounts
• Background in contract management

Responsibilities

• Serve as a primary contact for a portion of Muck Rack’s mid-market segment, managing a book of business ranging from $1.7 to $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

• Quarterly Net and Gross revenue goals
• Customer Health (SuccessScores)
• Customer Success KPIs

Application Instructions

• Not specified in the provided text.