Customer Onboarding Strategist, Mid-Market

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 growing quickly, and we’re looking for a proactive, empathetic, and eager Customer Onboarding Strategist to join our team and make a big impact. 

Customer churn starts during onboarding. As a Customer Onboarding Strategist, your mission will be to set up mid-market and small business customers for immediate success by facilitating the implementation process. You should be excited about educating new customers and ensuring a smooth adoption of our products and services. You will be responsible for rapidly understanding each customer’s business and communications requirements and driving them to realize a fast time-to-value from their investment in Muck Rack as efficiently as possible. You’ll be a great fit for this role if you enjoy taking ownership and see yourself as a collaborator working with customers to deliver great results.

What you’ll do:

• Partner with new customers to understand their communications goals and translate those goals into effective platform configuration and onboarding workflows
• Lead onboarding experiences that balance immediate setup needs with long-term scalability and adoption across Muck Rack’s platform
• Guide customers through core workflows including monitoring, reporting, media database usage, and pitching, helping them understand how these capabilities connect over time
• Configure and refine monitoring inputs (e.g., Trackers, Boolean logic, reporting structures), making thoughtful tradeoffs between precision, efficiency, and future flexibility
• Help customers establish strong foundational context in Muck Rack (such as coverage, reporting structure, and monitoring strategy) that can support future feature adoption as the platform evolves
• Project manage around 25 - 30 onboardings concurrently, coordinating closely with Customer Success Managers, Media Intelligence, and other internal partners to ensure smooth handoff post-onboarding
• Educate customers not just on how to use the platform, but why certain setups and workflows are recommended for their goals
• Surface customer feedback and patterns to internal teams to help improve onboarding motions, product experience, and long-term customer outcomes

How success will be measured in this role:

• Customer Health Score at onboarding graduation, with a strong emphasis on early platform adoption
• Onboarding duration, measured by average number of days to graduate within the 90-day target
• Number of onboarding graduations measured against assignments per quarter
• Post-onboarding quality, reflected by low rates of rework, escalations, or misconfigured setups after handoff
• Cross-functional effectiveness, measured by timely handoffs and strong collaboration with Customer Success, Media Intelligence, Customer Support, and Product

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

• You have 2+ years of professional experience in customer onboarding, customer success, implementation, project management, or a related SaaS role
• You’re comfortable translating customer goals into structured setups and workflows, even when requirements are ambiguous or evolving
• You have experience configuring or working with search logic (e.g., Boolean) and understand the tradeoffs between precision and scalability
• You’re effective in a fully remote environment, using tools like Slack, Asana, and CRMs to manage work, communicate clearly, and stay accountable across teams
• You enjoy helping customers build systems and processes that will continue to work as products and needs change over time
• You’re confident explaining not just how a product works, but why certain approaches are recommended
• You’re able to manage multiple onboarding projects simultaneously while maintaining a high-quality customer experience
• You adapt quickly t