Customer Success Manager, Enterprise Agency

🕒 April 24

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Muck Rack

WebsiteLinkedInAll Job Openings

201 - 500 employees

💰 $180M Series A on 2022-09

Muck Rack’s Public Relations Management (PRM) platform enables thousands of organizations including Google, Knight Foundation, Pfizer, Golin, Zapier and Duolingo to build trust and tell their stories through earned media. Its media database curates hundreds of millions of data points to help PR teams find journalists, podcasters and content creators, generate coverage, monitor news and prove the value of their work. Journalists use Muck Rack’s free tools to showcase their portfolios, analyze news about any topic and measure the impact of their stories.

📋 Description

• Serve as the primary point of contact for enterprise agency customers, retaining and growing a book of business • Meet with customers virtually and in-person to provide product expertise, share industry best practices, and deliver strategic recommendations • Own the full customer lifecycle, including support during post-sale onboarding through renewal and including product adoption for new and existing customers • Own the full book of business, including all renewals and a pipeline of expansion opportunities • Identify and close expansion opportunities (users, licenses, add-ons, and new product offerings) • Forecast renewals and expansion revenue with a high degree of accuracy • Execute on-time contract renewals and mitigate churn risk • Identify customer risks early and partner with Support, Product, and leadership to resolve issues • Lead regular business reviews (QBRs) with key accounts • Provide customer insights and feedback that influence product development and go-to-market strategy

🎯 Requirements

• 5-8 years of experience in Customer Success, Account Management, or sales within a B2B SaaS environment • Experience working with agency customers or similar client types preferred • Proven experience owning a revenue target (retention and/or expansion) • Experience managing complex renewal cycles and driving expansion within enterprise accounts • Ability to leverage data (usage, adoption, engagement) to inform customer strategy • Experience managing a pipeline and forecasting revenue • Demonstrated executive presence and ability to build relationships across multiple stakeholders • Strong communication skills with the ability to de-escalate and solve customer challenges • Experience with contract management and negotiation • Ability to operate in a fast-paced, distributed environment • Proactively incorporate AI tools into day to day work to improve productivity and accelerate delivery

🏖️ Benefits

• Health insurance • 401(k) with employer contributions • Paid time off • Flexible working hours • Home office stipend • Phone and internet reimbursement • Coworking membership • Virtual and in-person team bonding • Annual reviews to ensure equity and market alignment • Standardized bonus or commission structure • Comprehensive medical, dental, vision, disability, and life insurance • 100% premium coverage for individuals on high-deductible plans • 24/7 Virtual Care and Employee Assistance Program • Employer-funded HSA contributions • Quarterly wellness stipend • 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 • Unlimited access to Coursera and O’Reilly