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 …