Pooled Customer Success Manager, SMB

Position Overview

• Location Type: Fully Distributed
• Job Type: Pooled Customer Success Manager
• Salary: (Salary not provided in the text)

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. 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.

Requirements

• 1+ years in a customer-facing role such as customer success, support, or related field.

Responsibilities

• Lead critical activities such as onboarding, escalations, training resource delivery, risk mitigation, and renewals for a shared customer book of business.
• Handle customer cases assigned via a round-robin system, ensuring timely responses and resolution while maintaining high-quality outcomes.
• Proactively share relevant resources and insights to help customers maximize value and engagement and help mitigate risk.
• Leverage tools like Salesforce to manage and prioritize tasks, ensuring no cases are overlooked and all workflows are documented effectively.
• Partner with cross-functional teams, including Customer Support, Accounts Receivable, and Marketing, to align on customer goals and provide holistic support.
• Share feedback and contribute to refining processes to enhance team efficiency and scalability.
• Maintain accurate renewal and opportunity data in team dashboards to support retention and upsell opportunities.
• Maintain a clean and updated Dashboard of daily tasks and cases.

How Success Will Be Measured

• Manage a high volume of customer cases achieving KPIs like time to close and risk mitigation.
• Contribute to team retention goals including GRR and NRR.
• Provide ideas and feedback to streamline processes and improve workflows.
• Demonstrate adaptability and responsiveness in a dynamic environment.

Company Information

Muck Rack is a founder-controlled, fully distributed, and growing company. It has received awards for its culture and product from organizations like Inc., Quartz, G2, and BuiltIn.