![Muck Rack](https://media.trabajo.org/img/noimg.jpg)
Senior Manager, Enterprise Customer Success
2 months ago
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)
Salary
In the US, the base salary for this role is between $145,000 and $150,000, with on target earnings (OTE) of $190,000+. Note that we typically build 1-3 quarters of ramp time with lower goals and thus lower earnings from commissions. 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. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.
Remote Work, Forever. We're a fully distributed team and have pledged to remain that way forever. We offer employees a full home office setup, phone & internet reimbursement, and a monthly coworking membership. We build culture through virtual and in-person team bonding opportunities including team lunches, friendly competitions, and celebratory events
Transparent Compensation. We offer competitive geo-neutral pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market. Depending on the role, we offer either a standardized bonus program or attainable commission structure and an opportunity to earn equity in the company. All employees are eligible for our 401(k) plan* with employer contributions.
Health & Wellness*. Muck Rack provides comprehensive health, dental, vision, disability and life insurance for employees and their families. We offer a high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options. Our team also has access to 24/7 Virtual Care, an Employee Assistance Program, employer-funded HSA contributions, and other pre-tax benefits. Team members have access to a quarterly wellness stipend and a free Headspace subscription.
PTO and Family Benefits. Our team enjoys 4+ weeks of off-the-grid PTO, paid sick/mental health days and 13 paid holidays, which can be exchanged for additional PTO with our "Holiday Swap Program." We also provide up to 16 weeks of fully paid parental leave.
Personal & Professional Development. We grow talent by creating internal pathways for advancement and promotion. Muck Rack conducts bi-annual performance reviews, hosts team-wide workshops, and offers management training and leadership training opportunities. We also provide unlimited subscriptions to L&D platforms including Coursera & O'Reilly, as well as 2 additional days of PTO to dedicate to learning and development.
Culture of Inclusion. We know that diverse perspectives breed innovation and help us better serve our customers. We are committed to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably.
Customer-First. Founder-controlled means we have the freedom to be nimble, highly collaborative and innovative, building forward-thinking products that enable 3,000+ companies around the world to build trust, tell their stories and demonstrate the unique value of earned media.
*These benefits are specific to US-based employees. In some, but not all, cases we are able to offer equivalent benefits to employees located outside of the United States.
While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.
If you're excited about an opportunity at Muck Rack but your experience doesn't align perfectly with the requirements of the role outlined here, please don't let it stop you from applying. We're committed to building a diverse and inclusive workplace, and we want to hear from you. You may be a great fit for this role or another position on our team. We deliberately encourage individuals from all backgrounds, including race, gender identity, sexual orientation, and disability status to apply for positions. We are an equal opportunity employer and we're committed to a fair and consistent interview process and candidate experience.
#LI-Remote
-
Enterprise Customer Success Manager
2 months ago
Remote, Oregon, United States Incode Technologies Full timeREIMAGINE TRUSTIncode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online to power a world of digital trust.Through our revolutionary identity solutions, we are unleashing the business potential of universal industries including finance, government, retail, hospitality,...
-
Remote, Oregon, United States Recharge Full timeWho we areIn a world where acquisition costs are skyrocketing, funding is scarce, and ecommerce merchants are forced to do more with less, the most innovative DTC brands understand that subscription strategy is business strategy.Recharge is simplifying retention and growth for innovative ecommerce brands. As the #1 subscription platform, Recharge is...
-
Senior Customer Success Manager, Enterprise
4 weeks ago
Remote, Oregon, United States 6sense Full timeOur Mission: 6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy and recommending the best course of action to engage anonymous buying teams. 6sense Revenue AI is the only sales and marketing platform to unlock the ability to create, manage and convert high-quality pipeline to revenue. Our...
-
Enterprise Customer Success Manager
3 weeks ago
Remote, Oregon, United States Articulate Full timeOur Enterprise Customer Success Managers (ENT CSM) work with our customers post sale to ensure they get maximum value from their investment in Articulate. The ENT CSM will own a book of accounts within our Enterprise market segment and build and expand relationships with these customers post-sale. The ENT CSM will be responsible for onboarding, driving...
-
Remote, Oregon, United States Incode Technologies Full timeREIMAGINE TRUSTIncode is the leading provider of world-class identity solutions that is reinventing the way humans authenticate and verify their identities online to power a world of digital trust.Through our revolutionary identity solutions, we are unleashing the business potential of universal industries including finance, government, retail, hospitality,...
-
Enterprise Customer Success Manager
1 month ago
Remote, Oregon, United States Augury Full timeOur mission is to provide manufacturers and other industrial sectors with insights into the health of machines, processes, and operations to transform how people work and what they can create. A leader in Machine Health and Process Health solutions, Augury uses purpose-built AI technology, trained by industry experts and the world's largest data library, to...
-
Senior Customer Success Manager
3 weeks ago
Remote, Oregon, United States DataCamp Full timeSENIOR CUSTOMER SUCCESS MANAGER About DataCampAt DataCamp, we believe in empowering individuals and teams through data literacy. As a leading platform for data science and analytics education, we offer engaging, interactive courses designed by top experts. Our mission is to make data skills accessible to everyone, helping learners and organizations thrive in...
-
Senior Customer Success Manager
1 month ago
Remote, Oregon, United States Hyperscience Full timeCompany DescriptionHyperscience is a market leader in hyperautomation and a provider of enterprise AI infrastructure software. The Hyperscience Hypercell platform unlocks the value of an organization's back office data through the automation of end-to-end processes, and transforms complex documents into LLM and RAG-ready data to power enterprise GenAI...
-
Senior Manager of Customer Success
1 month ago
Remote, Oregon, United States EasyLlama Full timeEasyLlama is revolutionizing the compliance solutions landscape with its suite of modern, interactive, and engaging products. We're leaving behind the outdated, costly, and uninspiring methods of compliance and embracing innovation to create safer, more positive, and inclusive workplaces. Our mobile-friendly platform meet employees where they are, fostering...
-
Customer Success Manager
2 months ago
Remote, Oregon, United States Tellius Full timeTellius enables organizations to get faster insights from their data using AI-powered automation. Any user can ask any question across billions of records via a Google-like interface, understand "why" metrics change via automated insights that surface hidden key drivers and trends, and get predictive recommendations — in a self-service manner. Unlike...
-
Enterprise Customer Success Manager
3 weeks ago
Remote, Oregon, United States PatientIQ Full timeDescriptionThe PatientIQ Customer Success Manager (CSM) owns the success, retention and growth of PatientIQ clients by helping clients get the most out of the PatientIQ product, network and services. The CSM will serve as the main point of contact post implementation, driving value through helping clients improve data collection, workflow and utilizing the...
-
Senior Customer Success Manager
4 weeks ago
Remote, Oregon, United States Quisitive Full timeHigh performing team members, challenging projects and a great place to work This is what you can expect if you join the Quisitive team. Founded in 2016, Quisitive is a publicly traded, global Microsoft services and solutions partner with a team of professionals that has a long history of successfully delivering award-winning Microsoft solutions, including...
-
Senior Customer Success Manager
2 months ago
Remote, Oregon, United States Definitive Healthcare Full timeAt Definitive Healthcare, our passion is to transform data, analytics and expertise into healthcare commercial intelligence. We help clients uncover the right markets, opportunities and people, so they can shape tomorrow's healthcare industry. Our SaaS platform creates new paths to commercial success in the healthcare market, so companies can identify where...
-
Senior Client Success Manager, Enterprise Commercial
2 months ago
Remote, Oregon, United States Omnidian Full timeAbout OmnidianOmnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best by innovating through our people and culture, integrated technology, and by creating an amazing customer experience. We're a well-funded, growth-stage B Corp Certified company offering the potential for...
-
Customer Success Manager
2 months ago
Remote, Oregon, United States Level AI Full timeLevel AI is a Series B funded Mountain View, CA-based startup innovating in the Voice AI space. We are backed by top VCs, technologists from Silicon Valley, and industry experts. We are on a mission to revolutionize the customer sales experience for businesses. We are innovating in speech AI, NLP/NLU, and information retrieval systems to bring customers and...
-
Senior Director, Customer Success
3 weeks ago
Remote, Oregon, United States Level Access Full timeLevel Access is a leading accessibility solutions provider, dedicated to ensuring digital equality for all individuals. We are seeking a highly energetic and motivated leader in Customer Success to join our dynamic Customer Experience teamAs Director of Customer Success at Level Access, you will be responsible for leading a team of Enterprise Customer...
-
Senior Customer Success Manager
4 weeks ago
Remote, Oregon, United States Cloudflare Full timeAbout UsAt Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world's largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without...
-
Senior Customer Success Manager
4 weeks ago
Remote, Oregon, United States Seamless Full timeThe Opportunity:As a Senior Customer Success Manager at Seamless, you will be responsible for the retention and expansion of Seamless AI's accounts in our Strategic business segment. The Strategic CSM is responsible for driving growth and product adoption across the overall book of business, while ensuring the success of our customers and maximizing lifetime...
-
Sr. Manager, Digital Customer Success
2 months ago
Remote, Oregon, United States Secure Code Warrior Full timeOur mission at Secure Code Warrior is to make the digital world safer by helping companies secure their software through developer-driven security. In a nutshell, Secure Code Warrior gives developers the skills to write secure code. Our learning platform is the most effective secure coding solution because it uses agile learning methods for developers to...
-
Senior Customer Success Manager
3 weeks ago
Remote, Oregon, United States Solsten Full timeTHE COMPANYSolsten is advancing the human experience by empowering companies to build deeply resonating and healthier human-centered digital experiences and products.At the intersection of play, psychology, and AI, our suite of products (Traits, Navigator, Frequency, and Wavelength) give companies in the Gaming and Healthcare industries the ability to...