Pooled Customer Success Manager, SMB

🕒 July 13

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Muck Rack

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

📱 Media

💰 $180M Series A on 2022-09

B2B • Media

Muck Rack is a Public Relations Management (PRM) platform that assists organizations in connecting with journalists, reporting on media coverage, and demonstrating the value of their work. By leveraging a media database that curates hundreds of millions of data points, Muck Rack helps PR teams find the right journalists, generate coverage, monitor news, and manage their public relations efforts effectively. Journalists also benefit from Muck Rack's free tools, which allow them to showcase their portfolios and analyze the impact of their reporting.

📋 Description

• 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 as well as maintaining a clean and updated Dashboard of daily tasks and cases

🎯 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 high volumes 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 ambiguity and adapt to change • Commitment to quality, even when performing repetitive tasks • Familiarity with sales processes or identifying upsell opportunities • Knowledge of tools like Marketo, Outreach, or similar platforms • Proactively incorporate AI tools into day to day work to improve productively and accelerate delivery

🏖️ Benefits

• 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