Customer Success Manager, Commercial Agency

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 AI-powered, comprehensive, and integrated platform streamlines the PR workflow to help businesses generate positive media coverage, monitor mentions to manage brand reputation, and analyze PR’s impact on business outcomes. By combining media database, monitoring, and reporting into one dynamic platform, we empower teams to collaborate seamlessly, pitch effectively, and analyze results faster and more efficiently.

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, and customer devotion, and infuse these values into everything we do. 

We’re looking for a proactive and commercially minded Customer Success Manager, Commercial Agency to join our team and help us strengthen our relationships with agency customers.

As a Customer Success Manager, Commercial Agency, your mission will be to drive customer retention, expansion, and satisfaction across your book of business. This is a great opportunity for someone who enjoys building strong relationships, managing a revenue pipeline, and working closely with customers to ensure they are getting value from Muck Rack.

What you’ll do:

• Serve as the primary point of contact for commercial agency customers, retaining and growing a book of business
• Meet with customers virtually and in-person to provide product expertise, share industry best practices, and deliver strategic recommendations
• Own the full customer lifecycle, including support during post-sale onboarding through renewal and including product adoption for new and existing customers
• Own full book of business, including all renewals and a pipeline of expansion opportunities
• Identify and close expansion opportunities (users, licenses, add-ons, and new product offerings)
• Forecast renewals and expansion revenue with a high degree of accuracy
• Execute on-time contract renewals and mitigate churn risk
• Identify customer risks early and partner with Support, Product, and leadership to resolve issues
• Lead regular business reviews (QBRs) with key accounts
• Provide customer insights and feedback that influence product development and go-to-market strategy

How success will be measured in this role:

• Achievement of Gross and Net Revenue Retention targets
• Pipeline creation and conversion across expansion opportunities
• Accurate renewal and expansion forecasting (<5% variance)
• On-time renewals and reduced churn risk
• Strong customer relationships and engagement across agency accounts

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

• 3-4+ years of experience in Customer Success, Account Management, or sales within a B2B SaaS environment
• Experience working with agency customers or similar client types preferred
• Proven experience owning a revenue target (retention and/or expansion)
• Experience managing complex renewal cycles and driving expansion within commercial accounts
• Ability to leverage data (usage, adoption, engagement) to inform customer strategy
• Experience managing a pipeline and forecasting revenue
• Demonstrated executive presence and ability to build relationships across multiple stakeholders
• Strong communication skills with the ability to de-escalate and solve customer challenges
• Experience with contract management and negotiation
• Ability to operate in a fast-paced, distributed environment
• Proactively incorporate AI tools into day to day work to improve productively and accelerate delivery

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.

• Intro call with a member of our Talent Team
• A video interview with the Hiring Manager
• Live working session
• Panel interviews with executive team members

Travel & Team Engagement Expectations

This role requires up to 10% travel for team collaboration, customer engagements, and company events. As part of our commitment to building strong connections across our fully distributed team, attendance at our annual company offsite (typically held in Mexico) is expec