Experienced Full Stack Enterprise Customer Success Manager – Public Relations and Communications Industry Expert
About Muck Rack
Muck Rack is the leading SaaS platform for public relations and communications professionals, revolutionizing the way organizations build trust, tell their stories, and demonstrate the unique value of earned media. Our mission is to empower organizations to navigate the ever-changing landscape of public relations and communications, and our Public Relations Management (PRM) platform is designed to help them achieve their goals. As a fully distributed, founder-controlled company, Muck Rack has received numerous awards for its unparalleled culture and product from reputable organizations such as Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, and customer devotion, and these values are infused into every aspect of our business.About the Role
We are seeking an experienced and customer-focused Enterprise Customer Success Manager to join our team and make a significant impact. As an Enterprise Customer Success Manager, you will be responsible for ensuring the growth and renewal of our enterprise segment customers, including companies like Verizon, Lehigh University, International Rescue Committee, Life Time Fitness, and many more. If you are passionate about helping customers achieve their goals and thrive in a fast-paced environment, this role may be the perfect fit for you.Key Responsibilities
- 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
- 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
How Success Will Be Measured
- Customer Health (SuccessScores)
- Quarterly Net and Gross revenue goals
Requirements
If you are a motivated and customer-focused individual with a passion for the public relations and communications industry, you may be a great fit for this role. To be considered, you should have:- 2-3 years of 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 and Perks
As a member of the Muck Rack team, you can expect a comprehensive benefits package, including:- Competitive geo-neutral pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market
- Remote work opportunities with a full home office setup, phone and internet reimbursement, and a monthly coworking membership
- Transparent compensation and a standardized bonus program or attainable commission structure
- Comprehensive health, dental, vision, disability, and life insurance for employees and their families
- A high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options
- 24/7 Virtual Care, an Employee Assistance Program, employer-funded HSA contributions, and other pre-tax benefits
- 4+ weeks of off-the-grid PTO, plus paid sick/mental health days, summer Fridays, and 13 paid holidays
- Up to 16 weeks of fully paid parental leave
- Unlimited subscriptions to L&D platforms, including Coursera & O'Reilly, as well as 2 additional days of PTO to dedicate to learning and development
- A culture of inclusion, with a commitment to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably