Director of Customer Success

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 PR teams to work together to find the right journalists for their stories, send customized pitches, build meaningful relationships with the media, monitor news, and quantify their impact.

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

We’re looking for a motivational, solution-oriented, and creative Director of Customer Success to join our team and make a big impact on the value our customers derive from working with our team and our product.

As our Director of Customer Success, you will oversee our Enterprise, Mid-Market, and SMB customer success teams. You will be accountable for driving retention, exceptional customer value and health, as well as adoption and customer satisfaction. You should be excited about guiding our CSM teams to deliver the best customer experience in the industry and know that the work you’re doing is leading to greater success for our customers. You’ll be a great fit for this role if you have exceptional people management skills and enjoy working cross functionally to make things better for our team and our customers. 

You will report directly to the VP of Customer Success.

What you’ll do:

• Lead the Customer Success team in driving the highest level of value, adoption, health and retention for our existing customers
• Build and maintain strong relationships with internal and external stakeholders, to ensure that Muck Rack is delivering on our value of Customer Devotion and quickly escalating/addressing any issues
• Establish a consistent execution of customer engagement by assisting our team in communicating value, raising issues and navigating difficult conversations
• Enable the team to identify and effectively resolve accounts with low adoption through customer engagement, creative problem solving and effective internal collaboration with our Customer Onboarding team
• Provide effective coaching and feedback to team managers, helping them to successfully lead our three customer success segments (Enterprise, Mid-Market, and SMB)
• Recruit top talent, upholding and raising the bar for CSM excellence
• Drive ongoing improvements to team efficiency via improved processes, documentation, enablement and other innovations
• Assess, forecast and mitigate any risk of churn within the customer base
• Partner with other CS leadership & respective teams (Support, Ops, Onboarding, Education) to ensure strong alignment, effective processes and consistency in the customer and employee experience
• Partner with cross-functional stakeholders like Finance, Sales, Product, Marketing and Engineering in an effort to drive the delivery of exceptional customer service to all of our customers
• Act as an advisor to the VP of Customer Success and to the broader business, sharing insights and learnings as to how we can ensure we’re delivering the highest standard of excellence
• Deliver inspiring, motivational leadership that elevates the energy and enthusiasm of our CSM teams

How success will be measured in this role:

• Gross & Net Revenue Retention
• Annual contract value (ACV) over time
• Ability to retain, recruit, and grow employees
• Implementation and change management of new policies and processes
• Health of our customer base 

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

• 8-10+ years overall experience in Customer Success, Account Management, Consulting or Project Management roles with 4+ years of experience within a B2B SaaS environment
• 4+ years of people management experience, with 2+ years of experience managing people managers, including experience leading CS teams who have executed high touch, tech touch, and renewal responsibility motions
• Exceptional verbal and written communication skills with the ability to drive difficult conversations, and effectively communicate complex technical or business concepts to senior customer leaders
• A strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Experience successfully working with senior (VP and C-level) executives, including at large (Fortune 500) companies
• Strong analytical skills and Microsoft Excel capabilities - able to ge