Senior Customer Success Manager, Mid-Market

As a Sr 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. 

What you'll do: 

• Serve as a primary contact for a portion of Muck Rack’s mid-market segment to retain and grow a book of business ranging from $2-$2.3 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 in this role: 

• Customer Health (SuccessScores)

• Quarterly Net and Gross revenue goals

• Customer Success KPIs

If the details below describe you, you could be a great fit for this role:

• 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 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

Interview Overview

Below you'll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

• 30 min interview with a member of our Talent Team

• A 1 hour zoom interview with the hiring manager 

• Skills assessment (2 hours max) 

• Peer interviews with several team members

• Final call(s) with executive team member(s) 

Salary

The base salary for this role is $85,000, with $105,000+ in OTE. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.