Customer Success Manager, Enterprise Agency

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 AI-powered, comprehensive, and integrated platform streamlines the PR workflow to help businesses generate positive media coverage, monitor mentions to manage brand reputation, and analyze PR’s impact on business outcomes. By combining media database, monitoring, and reporting into one dynamic platform, we empower teams to collaborate seamlessly, pitch effectively, and analyze results faster and more efficiently. 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.  We’re looking for a proactive and commercially minded Customer Success Manager, Enterprise Agency to join our team and help us strengthen our relationships with agency customers. As a Customer Success Manager, Enterprise Agency, your mission will be to drive customer retention, expansion, and satisfaction across your book of business. This is a great opportunity for someone who enjoys building strong relationships, managing a revenue pipeline, and working closely with customers to ensure they are getting value from Muck Rack. What you’ll do: Serve as the primary point of contact for enterprise agency customers, retaining and growing a book of business Meet with customers virtually and in-person to provide product expertise, share industry best practices, and deliver strategic recommendations Own the full customer lifecycle, including support during post-sale onboarding through renewal and including product adoption for new and existing customers Own the full book of business, including all renewals and a pipeline of expansion opportunities Identify and close expansion opportunities (users, licenses, add-ons, and new product offerings) Forecast renewals and expansion revenue with a high degree of accuracy Execute on-time contract renewals and mitigate churn risk Identify customer risks early and partner with Support, Product, and leadership to resolve issues Lead regular business reviews (QBRs) with key accounts Provide customer insights and feedback that influence product development and go-to-market strategy How success will be measured in this role: Achievement of Gross and Expansion Revenue Retention targets Pipeline creation and conversion across expansion opportunities Accurate renewal and expansion forecasting (<5% variance) Strong customer health and engagement Consistent achievement of Customer Success KPIs If the details below describe you, you could be a great fit for this role: 5-8 years of experience in Customer Success, Account Management, or sales within a B2B SaaS environment Experience working with agency customers or similar client types preferred Proven experience owning a revenue target (retention and/or expansion) Experience managing complex renewal cycles and driving expansion within enterprise accounts Ability to leverage data (usage, adoption, engagement) to inform customer strategy Experience managing a pipeline and forecasting revenue Demonstrated executive presence and ability to build relationships across multiple stakeholders Strong communication skills with the ability to de-escalate and solve customer challenges Experience with contract management and negotiation Ability to operate in a fast-paced, distributed environment Proactively incorporate AI tools into day to day work to improve productively and accelerate delivery 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. Intro call with a member of our Talent Team A video interview with the Hiring Manager Live working session Panel interviews with executive team members Travel & Team Engagement Expectations This role requires up to 10% travel for team collaboration, customer engagements, and company events. As part of our commitment to building strong connections across our fully distributed team, attendance at our annual company offsite (typically held in Mexico) is expected. Salary In the US, the on-target earnings for this role are between $105,000 - $125,000+, depending on skills and experience. Total compensation for this role consists of base salary & variable commission. 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. Why Muck Rack? Remote Work, Forever   Fully distributed team with a permanent remote setup Home office stipend, phone and internet reimbursement, coworking membership Virtual and in-person team bonding (lunches, events, competitions) Transparent & Fair Compensation   Competitive geo-neutral pay in the U.S. Annual reviews to ensure equity and market alignment Standardized bonus or commission structure 401(k) with employer contributions Equity opportunities