Enterprise Customer Success Manager

We’re looking for an experienced and customer-focused Enterprise Customer Success Manager to join our team and make a big impact. 

As an Enterprise Customer Success Manager, you will be focused on ensuring that the enterprise segment of Muck Rack customers grows and renews. You should be excited about working in a fast-paced environment with our largest customers, including companies like: Verizon, Lehigh University, International Rescue Committee, Life Time Fitness and many more. You’ll be a great fit for this role if helping customers use Muck Rack to achieve their goals comes naturally to you.

What you’ll do:

• 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

How success will be measured in this role:

• Customer Health (SuccessScores)

• Quarterly Net and Gross revenue goals

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

• 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 

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 1 hour 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 $85,000 with on target earnings of $110,000+. 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.