Enterprise Customer Success Manager

March 19

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Muck Rack

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Helping organizations find the right journalists to pitch, report on media coverage and prove the value of their work.

Public Relations • Media Relations • Journalism • Computer Software • PR Software

201 - 500

💰 $180M Series A on 2022-09

Description

• Serve as the primary contact for enterprise and midsize brands or agencies to retain and grow a book of business ranging from $1.7 - $2.0 million in customer contract value • Deliver 5+ calls with customers per day to provide product expertise, share industry best practices and strategic recommendations, and lead account walkthroughs to highlight usage wins and opportunities • Oversee the customer lifecycle from initial 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 • Prepare, review and execute contractual paperwork • Mentor junior CSMs to gain leadership skills • Experience with and ability to source new contacts as our original decision makers change within a company (salesnav, discover.org) • Negotiate agreements 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

Requirements

• 2-3 years experience working in SaaS account management or in a blended CSM role, with experience in upsells and renewals at the enterprise level • Experience in PR or journalism or an understanding of these industries strongly preferred • Experience managing customers in a CRM or similar software • Comfortable leading meetings and presenting to large groups, potentially including C-Suite executives • Natural relationship builder who is personable, patient and dependable - you enjoy working with customers, and they enjoy working with you • Proactive in helping customers with long-term planning - you derive satisfaction from ensuring customer needs are met • Passionate about professional development and helping internal team members grow and progress in their careers • Familiar with the tools we use, including Dropbox, HelloSign, Google Apps, Hubspot (or Salesforce), and Slack, and you learn how to use new tools quickly

Benefits

• Remote Work, Forever. • Transparent Compensation. • Health & Wellness*. • PTO and Family Benefits. • Personal & Professional Development. • Culture of Inclusion. • Customer-First.