Senior Customer Success Manager, Enterprise

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

What you’ll do:

• Serve as the primary contact and strategic advisor for enterprise brands & agencies to retain and grow a book of business of $2 million+ in customer contract value
• Engage with C-level and senior stakeholders, both virtually and in-person, to deliver expert product knowledge, share industry best practices, and provide strategic recommendations that drive value and growth
• Consistently exceed revenue targets and activity metrics, ensuring alignment with company-wide OKRs 
• Oversee the entire customer lifecycle from post-sale to renewal to ensure the customer is deriving value at every stage  
• Manage customer feedback and deliver high-impact insights to internal stakeholders, directly influencing our product roadmap and strategic vision
• Lead complex contract negotiations, securing mutually beneficial agreements that reinforce long-lasting customer relationships 
• Immerse yourself in the public relations industry, establishing and maintaining a strong network of communications and industry professionals 

How success will be measured in this role:

• Customer Health (SuccessScores)
• Achievement of Quarterly Net and Gross Revenue Goals
• Customer Success KPIs, including driving adoption, early renewals, and regular touchpoints with customers 

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

• 8+ 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, including driving expansions, managing complex renewals, and handling escalations within large enterprise accounts
• Demonstrated success in consultative selling, with a proven ability to develop and implement tailored solutions that meet the nuanced needs of enterprise clients
• Proficient in Customer Success strategies and methodologies, including lifecycle management, risk mitigation, executive sponsor development, and defining outcomes and business cases
• Strong background in contract management, including expertise in leading negotiations with senior stakeholders 
• 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 high-stakes concerns and provide solutions that de-escalate conflicts and reinforce trust
• Ability to leverage data, including usage and adoption, to lead strategic decision making and optimize customer success strategies
• Flexibility to adapt to changing priorities and emerging challenges in a dynamic work environment
• Strong decision-making capabilities, with a focus on prioritizing customer needs and driving outcomes that align with business objectives

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 $100,000 and $110,000 with on target earnings of $130,000-140,000+. We take a geo-neutral approach to compensation wi