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

What you’ll do:

• Serve as the primary contact for enterprise brands & agencies to retain and grow a book of business ranging from $1.7 - $2.0 million in customer contract value
• Meet with customers both virtually and in-person to provide product expertise, share industry best practices and strategic recommendations, and lead account walkthroughs to highlight usage wins and identify opportunities
• Consistently achieve revenue goals and meet activity requirements
• Oversee the customer lifecycle from post-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 
• Negotiate contracts 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
• Customer Success KPIs

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

• 5+ 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; adept at handling complex renewal cycles and driving expansion within enterprise accounts
• True consultative selling experience, with a …