Customer Success Manager

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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 contact for Enterprise and Mid-Market customers across the UK, driving retention, growth, and long-term customer success • Own the customer lifecycle from post-sale through renewal, ensuring customers realize value and achieve their communications objectives at every stage • Lead onboarding for all new Mid-Market and Enterprise customers, including discovery sessions, tailored training programs, adoption planning, and ongoing onboarding check-ins • Drive platform adoption and engagement by identifying opportunities to increase product usage, stakeholder alignment, and customer outcomes • Design and deliver customized reporting solutions, including CCR reports and Curation Engine-based reports, while ensuring compliance with UK-specific licensing requirements where applicable • Provide strategic guidance and best-practice recommendations through virtual and in-person customer meetings, executive business reviews, and account walkthroughs • Consistently achieve quarterly revenue, retention, and expansion goals through proactive account management and renewal planning • Manage customer feedback and deliver actionable insights to internal stakeholders to influence product development, customer experience, and go-to-market strategies • Negotiate contracts and renewal agreements to support long-term customer growth and partnership success • Serve as a specialist resource for UK-specific customer questions, including media landscape insights, journalist and publication expertise, and regional communications trends • Advise customers on copyright, content licensing, and NLA/ECLIPS-related requirements, supporting compliant reporting workflows and content access solutions • Partner cross-functionally with Product, Support, Sales, Marketing, and Leadership teams to advocate for UK customer needs and market requirements • Support the planning and execution of customer events, networking opportunities, journalist panels, thought leadership initiatives, and other UK-focused community-building programs • Represent Muck Rack at customer meetings, industry events, and networking opportunities, helping strengthen relationships and expand our market presence • Act as a key voice for the UK customer base internally, sharing regional insights, adoption trends, retention drivers, and market opportunities with senior stakeholders • Provide ongoing market expertise and support to internal teams, helping bridge regional nuances and customer expectations across the business

🎯 Requirements

• 3+ years of Customer Success, Account Management, or related customer-facing experience, with a proven track record of meeting and exceeding retention and revenue goals • Experience supporting customers within Media Intelligence, media monitoring, PR technology, communications technology, or adjacent SaaS platforms • Expertise managing the full customer lifecycle, including onboarding, adoption, renewal, and expansion within complex customer environments • Strong experience leading strategic customer conversations and building relationships with multiple stakeholders, including senior executives • Demonstrated ability to drive customer adoption and influence long-term customer outcomes through consultative engagement • Experience negotiating contracts and managing renewal cycles • Strong analytical skills with the ability to leverage customer data, usage trends, and adoption metrics to inform decision-making • Exceptional communication and presentation skills, with the ability to simplify complex topics and confidently engage diverse audiences • Ability to navigate ambiguity, manage competing priorities, and proactively identify solutions in a fast-paced environment • Experience working cross-functionally and influencing stakeholders without direct authority • Familiarity with the UK media landscape, PR industry, journalism ecosystem, or communications technology space strongly preferred • Knowledge of UK copyright, content licensing, NLA/ECLIPS requirements, or related compliance considerations is highly desirable • Comfortable representing the business at customer-facing events, networking opportunities, and industry engagements • Proactively incorporate AI tools into day-to-day work to improve productivity, increase efficiency, and accelerate delivery

🏖️ Benefits

• Fully distributed team with a permanent remote setup • 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