Job Description: Tiered SMB Customer Success Manager

Company Overview

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.

Position Overview

As a Tiered SMB Customer Success Manager, your mission will be to build strong relationships with our small and medium-sized business customers, ensuring they achieve maximum value from our products while fostering a collaborative and proactive approach to their success. This is a fantastic opportunity for someone who thrives in a fast-paced environment, is eager to learn, and enjoys working cross-functionally to solve problems and create impactful solutions. If you’re passionate about making a difference, curious to explore new ways to serve our clients, driven to generate revenue, and excited to be part of a high-energy team, we want to hear from you.

Responsibilities

• Drive user engagement and maximize product adoption through proactive renewal strategies.
• Proactively share relevant resources and insights to help customers maximize value, increase engagement, mitigate risk, and drive growth.
• Manage customer lifecycle from onboarding through renewal for small and emerging accounts.
• Utilize CRM tools such as Salesforce to manage and prioritize tasks and workflows.
• Support and re-engage customers who miss key milestones.
• 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.
• Develop a deep understanding of customers' business and operational objectives.
• Help drive early adoption, capturing and achieving KPIs and success metrics for ROI.

How Success Will Be Measured

• Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
• Achievement of upsell and expansion goals.
• Efficiency improvements in processes to enhance SMB customer retention.
• Overall account health and engagement metrics.

Requirements

• 1+ years in a customer-facing role such as customer success, support, service, or sales, preferably in a B2B SaaS environment.
• Proven ability to manage a high volume of tasks or customers while staying organized and efficient.
• Experience using CRMs like Salesforce and automation tools to streamline work.
• Exceptional prioritization and time management skills.
• Strong, empathetic communication, with an understanding of SMB customers’ unique challenges.
• Positive, collaborative mindset, with the ability to navigate complex situations and adapt to change.
• Commitment to quality, even when performing repetitive tasks.
• Familiarity with sales processes or identifying upsell opportunities.

Interview Overview

• 30 min interview with a member of our Talent Team.
• A video interview with the Hiring Manager.
• Skills assessment (2 hours max).
• Peer/Panel interviews with several teammates.
• Final call(s) with executive.

Please note: This is what we expect the process to look like; we may ask for supplemental information or require an additional step before making a final decision.

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