Customer Success Operations Specialist

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.

We’re looking for an intellectually curious and process-oriented Revenue Specialist, Customer Success Operations to join our team and make a big impact.

As a Revenue Specialist you will play a pivotal role in supporting our Customer Success teams to ensure exceptional service delivery. You will be responsible for coordinating and optimizing operational processes, tools, and resources to enhance customer experience and drive effective service delivery. You should be excited about data analysis and process optimization. You’ll be a great fit for this role if you’re a pragmatic problem-solver and strong cross-functional collaborator. 

The CS Ops team is ultimately responsible for tracking KPIs related to Customer Success that provide insights leading to proactive strategies. For example, following customer health scores and historical trends, and if this metric shows that a specific customer segment is struggling with a product or feature, a member of the CS team can proactively reach out to help their customers, and ultimately prevent them from churning.

What you’ll do:

• Monitor and report on key performance indicators (KPIs) related to Customer Success and operational efficiency
• Collaborate with cross-functional teams (e.g., Sales, Marketing, Product) to ensure alignment and cohesive customer experience
• Manage administrative tasks related to customer accounts, such as CRM/CSP cleanup, risk mitigation, and vendor management
• Ensure accuracy of data across customer accounts at all times, reaching out to owners as needed to adjust
• Identify opportunities for process improvements and co-lead initiatives to increase efficiency and effectiveness
• Utilize knowledge of Customer Success methodologies and tech stack tools to create automated solutions and streamline operational tasks for all of CS including Onboarding and Support as needed
• Oversee Customer Success dashboards and reports, ensuring the team has access to up-to-date insights on customer engagement and health metrics
• Regularly update and maintain standard operating procedures (SOPs) and documentation
• Ensure CS …