Muck RackMR

Customer Success Manager, Enterprise

Muck Rack is the new standard in public relations software. Easily search for journalists, monitor news, and build reports.

Muck Rack

Employee count: 201-500

Salary: 85k-120k USD

United States only
Apply now

Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to enable organizations to build trust, tell their stories and demonstrate the unique value of earned media. Muck Rack’s Public Relations Management (PRM) platform enables organizations to build relationships with the media, manage crisis risk and demonstrate PR’s impact on business outcomes.

Founder controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, customer devotion and infuse these values into everything we do.

As an Enterprise Customer Success Manager, your primary focus will be on driving growth and securing renewals within Muck Rack's enterprise customer segment. You should be excited about working in a fast-paced environment with our largest customers. You’ll be a great fit for this role if you are motivated by helping customers and driving revenue.

What you’ll do:

  • Serve as the primary contact for enterprise brands agencies to retain and grow a book of business ranging from $1.7 - $2.0 million in customer contract value
  • Meet with customers both virtually and in-person to provide product expertise, share industry best practices and strategic recommendations, and lead account walkthroughs to highlight usage wins and identify opportunities
  • Consistently achieve revenue goals and meet activity requirements
  • Oversee the customer lifecycle from post-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
  • Negotiate contracts 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 in this role:

  • Customer Health (SuccessScores)
  • Quarterly Net and Gross revenue goals
  • Customer Success KPIs

If the details below describe you, you could be a great fit for this role:

  • 5+ years in Customer Success or Account Management within a B2B SaaS environment of similar or greater size and ARR to Muck Rack, with a proven track record of meeting and exceeding revenue goals
  • Expertise in overseeing the entire customer lifecycle; adept at handling complex renewal cycles and driving expansion within enterprise accounts
  • True consultative selling experience, with a proven track record of developing tailored solutions to meet client needs
  • Background in contract management and negotiation
  • Demonstrated executive presence and strategic acumen in customer engagement, including the effective use of multi-threading and relationship-building techniques
  • Precise and confident communication skills with an ability to address concerns and provide solutions that de-escalate potential conflicts
  • Ability to leverage data, including usage and adoption, for strategic decision making
  • Flexibility to adapt to changing priorities and new challenges in a dynamic work environment
  • Strong decision-making abilities to prioritize customer needs based on urgency and importance

Interview Overview

Below you'll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

  • 30 min interview with a member of our Talent Team
  • A 45 minute zoom interview with the hiring manager
  • Skills assessment (2 hours max)
  • Peer interviews with several team members
  • Final call(s) with executive team member(s)

Salary

In the US, the base salary for this role is between $85,000 and $95,000 with on target earnings of $110,000-120,000+. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.

Why Muck Rack?

Remote Work, Forever. We’re a fully distributed team and have pledged to remain that way forever. We offer employees a full home office setup, phone internet reimbursement, and a monthly coworking membership. We build culture through virtual and in-person team bonding opportunities including team lunches, friendly competitions, and celebratory events!

Transparent Compensation. We offer 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. Depending on the role, we offer either a standardized bonus program or attainable commission structure and an opportunity to earn equity in the company. All employees are eligible for our 401(k) plan* with employer contributions.

Health Wellness*. Muck Rack provides comprehensive health, dental, vision, disability and life insurance for employees and their families. We offer a high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options. Our team also has access to 24/7 Virtual Care, an Employee Assistance Program, employer-funded HSA contributions, and other pre-tax benefits. Team members have access to a quarterly wellness stipend and a free Headspace subscription.

PTO and Family Benefits. Our team enjoys 4+ weeks of off-the-grid PTO, paid sick/mental health days and 13 paid holidays, which can be exchanged for additional PTO with our "Holiday Swap Program." We also provide up to 16 weeks of fully paid parental leave.

Personal Professional Development. We grow talent by creating internal pathways for advancement and promotion. Muck Rack conducts bi-annual performance reviews, hosts team-wide workshops, and offers management training and leadership training opportunities. We also provide unlimited subscriptions to LD platforms including Coursera O’Reilly, as well as 2 additional days of PTO to dedicate to learning and development.

Culture of Inclusion. We know that diverse perspectives breed innovation and help us better serve our customers. We are committed to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably.

Customer-First. Founder-controlled means we have the freedom to be nimble, highly collaborative and innovative, building forward-thinking products that enable 3,000+ companies around the world to build trust, tell their stories and demonstrate the unique value of earned media.

*These benefits are specific to US-based employees. In some, but not all, cases we are able to offer equivalent benefits to employees located outside of the United States.

While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.

If you're excited about an opportunity at Muck Rack but your experience doesn't align perfectly with the requirements of the role outlined here, please don't let it stop you from applying. We're committed to building a diverse and inclusive workplace, and we want to hear from you. You may be a great fit for this role or another position on our team. We deliberately encourage individuals from all backgrounds, including race, gender identity, sexual orientation, and disability status to apply for positions. We are an equal opportunity employer and we're committed to a fair and consistent interview process and candidate experience.

Elevate your application

Let our AI craft your perfect cover letter and align your resume to this job's criteria.

By using our AI tools, you consent to sharing your profile with our AI partner for this purpose.

Apply now

Please let Muck Rack know you found this job on Himalayas. This helps us grow!

Apply now

About the job

Apply before

Aug 25, 2024

Posted on

Jun 26, 2024

Job type

Full Time

Experience level

Manager

Salary

Salary: 85k-120k USD

Location requirements

Hiring timezones

United States +/- 0 hours

About Muck Rack

Learn more about Muck Rack and their company culture.

View company profile

Muck Rack is the new standard in public relations software. Easily search for journalists, monitor news, and build reports.

Muck Rack’s software is trusted by organizations around the world as their system of record for managing media relationships and measuring earned media. We call this Public Relations Management (PRM).

Founder-controlled and growing quickly but sustainably, we have the freedom to build forward-thinking products, put our customers first, and offer an inclusive culture that welcomes diverse perspectives.

  • Customer devotion: We go the extra mile for our customers — journalists and PR professionals around the world.

  • Resilience: We don’t shy away from big challenges. We keep pursuing our goals until we achieve them.

  • Ownership: We all act as the CEOs of our projects and our responsibilities, taking ownership for our actions and results.

  • Transparency: We believe that sharing actionable, timely and honest information with employees and customers is essential.

Employee benefits

Learn about the employee benefits and perks provided at Muck Rack.

View benefits

Co-working space budget

We offer employees a monthly co-working membership.

Retirement benefits

All employees are eligible for our 401(k) plan with employer contributions.

Home office budget

We offer employees a full home office setup and phone & internet reimbursement.

Paid parental leave

16 weeks of fully paid family leave for all parents to support you and your family.

View Muck Rack's employee benefits
Claim this profileMuck Rack logoMR

Muck Rack

View company profileVisit muckrack.com

Similar remote jobs

Here are other jobs you might want to apply for.

View all remote jobs

19 remote jobs at Muck Rack

Explore the variety of open remote roles at Muck Rack, offering flexible work options across multiple disciplines and skill levels.

View all jobs at Muck Rack
Muck Rack logoMR
United States only

Account Executive, Enterprise

Muck Rack

Employee count: 201-500

Salary: 80k-170k USD

Muck Rack logoMR

Senior Full Stack Engineer, Search

Muck Rack

Employee count: 201-500

Salary: 140k-170k USD

Muck Rack logoMR
United States only

Customer Support Specialist

Muck Rack

Employee count: 201-500

Salary: 54k-54k USD

Muck Rack logoMR
United States only

Customer Success Manager, Enterprise

Muck Rack

Employee count: 201-500

Salary: 85k-120k USD

Muck Rack logoMR
United States only

GTM Finance and Compensation Analyst

Muck Rack

Employee count: 201-500

Salary: 95k-95k USD

Remote companies like Muck Rack

Find your next opportunity by exploring profiles of companies that are similar to Muck Rack. Compare culture, benefits, and job openings on Himalayas.

View all companies

WorkRamp empowers employees to reach their full potential.

One tool for better, faster PR. Manage contacts, content, and email campaigns all from one easy-to-use platform.

Quorum is public affairs software that helps you work smarter and move faster.

Crossbeam is changing partnerships for the better.

At Rollstack, we're revolutionizing how businesses share and communicate their data.

Find your dream job

Sign up now and join thousands of other remote workers who receive personalized job alerts, curated job matches, and more for free!

Sign up
Himalayas profile for an example user named Frankie Sullivan