Senior Manager, Enterprise 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 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 the Senior Manager for Enterprise Customer Success, your primary mission will be to support and empower your team to drive growth and ensure renewals within Muck Rack’s enterprise customer segment. As a leader, you have a passion for problem-solving, dedication to enhancing operational efficiency and customer engagement, and commitment to developing your team’s skills. This role is perfect for you if you thrive on change management and excel in navigating complex challenges.

What you’ll do:
Attract, hire, onboard, coach, and retain top Customer Success Managers while implementing performance management strategies to ensure your team consistently attains and exceeds quota 
Assess, forecast and mitigate any risk of churn within the customer base
Consistently achieve revenue goals and own key activity metrics for your team including renewal forecast, activity management, upsells, platform adoption, and churn
Ensure your team effectively manages the entire customer lifecycle and that value is delivered at every stage
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
Help craft the evolving and growing Enterprise CSM strategy for Muck Rack and manage through change
Develop, refine, and maintain customer success playbooks that drive gross and net revenue retention for Muck Rack’s key accounts
Collaborate with internal stakeholders and leaders to foster team member development, align on customer expectations, and deliver a unified and professional customer experience
Educate and enhance your team’s proficiency in navigating and negotiating contracts to foster long-lasting and expanding relationships with our 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

How success will be measured in this role:
Quarterly net and gross revenue retention goal attainment
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:
At least 6+ years of experience in Customer Success or Account Management within a B2B SaaS environment, with a proven track record of meeting and exceeding revenue goals
4+ years of people management experience within a quota carrying role 
Enjoy working in a fast growing company, resilient to necessary business changes and excited about leading your team to new heights 
Experience building cohesive, distributed teams with a proven ability to coach and develop others
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
Creative and effective problem solver, able to break down issues, ask the right questions, and make judgment calls based on limited information
Strong analytical and strategic thinking – able to take complex customer concerns and orchestrate resources and tactics to address them (includes strong writing and communication skills)
Experience working with enterprise accounts to identify and solve challenging business problems
Experience working toward customer health and satisfaction – not just toward a renewal
A natural ability to collaborate with Sales, Marketing, Product, Revenue Operations, and other Customer Success teams
Able to travel up to 15% of the time to customer meetings or team offsites

Interview Overview
Below you’ll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

30 min interview with a member of our Talent Team
A 1 hour zoom interview with the hiring manager 
Peer interviews with several team members
Take-home assignment (2 hours max) 
Final call(s) with executive team member(s)