Muckrack

Muckrack

Pooled Customer Success Manager, SMB

Remote (United States)

Sponsorship not specified$55k-$60kDetected 8 days ago
ComplianceSalesforceMarketoPerformance ManagementCustomer SuccessCustomer SupportLeadershipCommunicationCollaborationTime ManagementAdaptabilityAccounts Payable

About the role

  • 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.
  • Rather than managing a traditional book of business, you'll contribute to shared team goals, embracing a task-oriented and process-driven approach to ensure success and renew business.

Responsibilities

  • Lead critical activities such as onboarding, escalations, training resource delivery, risk mitigation, and renewals for a shared customer book of business
  • Leverage tools like Salesforce to manage and prioritize tasks, ensuring no cases are overlooked and all workflows are documented effectively
  • Partner with cross-functional teams, including Customer Support, Accounts Receivable, and Marketing, to align on customer goals and provide holistic support
  • Maintain accurate renewal and opportunity data in team dashboards to support retention and upsell opportunities as well as maintaining a clean and updated Dashboard of daily tasks and cases
  • Manage high volume of customer cases achieving KPIs like time to close and risk mitigation
  • 1+ years in a customer-facing role such as customer success, support, service or sales, preferably in a B2B SaaS environment
  • Proven ability to manage high volumes of tasks or customers while staying organized and efficient

Skills

  • Muck Rack is the leading SaaS platform for public relations and communications professionals.

Compensation

  • In the US, the base salary for this role is between $55,000 - $60,000 with $70,000+ in on target earnings.
  • We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location.
  • For all other countries, we have competitive pay bands based on market standards.
  • Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company.
  • If that ends up being the case, the updated salary range will be communicated with you as a candidate.
  • Transparent & Fair Compensation

Company info

  • Proactively share relevant resources and insights to help customers maximize value and engagement and help mitigate risk
  • Strong, empathetic communication, with an understanding of SMB customers' unique challenges

Visa & Work Authorization

  • egard to race, color, national origin, religion, sex, age, disability, sexual orientation, gender identity, alienage or citizenship status, ancestry, marital status, genetic predisposition or carrier status, veteran stat
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This listing is sourced directly from Muckrack's careers page and normalized into a canonical job model.