Note: The job is a remote job and is open to candidates in USA. Muck Rack is the leading SaaS platform for public relations and communications professionals. As a Mid-Market Customer Success Manager, you will focus on driving growth and securing renewals within Muck Rack's mid-market customer segment, ensuring customers derive value at every stage of their lifecycle.
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 with a focus on retention, expansion, and upsells
- 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
Skills
- 1-3 years in Customer Success or Account Management within a B2B SaaS environment, 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 mid-market accounts
- 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
- Experience or strong interest in PR or journalism or an understanding of these industries is helpful
Benefits
- Remote Work, Forever
- Home office stipend, phone and internet reimbursement, coworking membership
- Virtual and in-person team bonding (lunches, events, competitions)
- Competitive geo-neutral pay in the U.S.
- Annual reviews to ensure equity and market alignment
- Standardized bonus or commission structure
- 401(k) with employer contributions
- Equity opportunities
- Comprehensive medical, dental, vision, disability, and life insurance for employees and dependents
- 100% premium coverage for individuals on high-deductible plans
- 24/7 Virtual Care and Employee Assistance Program
- Employer-funded HSA contributions and other pre-tax benefits
- Quarterly wellness stipend and free Headspace subscription
- 4+ weeks of PTO, plus paid sick and mental health days
- 13 paid holidays with the option to swap for personal days
- Up to 16 weeks of fully paid parental leave
- Transparent pathways for internal mobility and promotion
- Bi-annual performance reviews, team workshops, and leadership training
- Unlimited access to Coursera and O’Reilly
- 2 additional PTO days annually for learning and development
- Commitment to equity and valuing diverse perspectives
- Agile, founder-led company focused on collaboration and innovation
- Trusted by 3,000+ companies worldwide
Company Overview
Muck Rack is a public relations management platform that enables organizations to connect with journalists to generate media coverage. It was founded in 2009, and is headquartered in Miami, Florida, USA, with a workforce of 201-500 employees. Its website is http://muckrack.com.
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