Manager - SMB Customer Success

We’re looking for a strategic and empathetic Manager, SMB Customer Success to join our team and ensure our customers successfully adopt and renew Muck Rack year over year. Being successful on this team means advocating for customer needs, challenging convention through new ideas and solutions, and working together to create impact.

As a Manager, SMB Customer Success, you will work with a large volume of customers across your team’s full book of business in both proactive and reactive manners, participating in and driving cross-functional initiatives focused on improving customer health, revenue growth and retention. A major part of your role will also be to coach and advance the team to high standards of excellence. 

In this role, your mission will be to go beyond the goal of customer renewals and instead focus on long-term customer health. As a leader, you have a passion for solving problems, you are devoted to operational and engagement improvements, and you are committed to developing the skills of your team.

What you’ll do:

• Attract, hire, onboard, coach and retain top customer success managers

• Motivate, inspire and mentor your team members to achieve strong quarterly results

• Manage recurring revenue and deliver high on-time renewal rates

• Help craft the evolving and growing SMB CSM strategy for Muck Rack 

• Build customer success playbooks that drive gross and net revenue retention for Muck Rack’s customers

• Partner with Revenue Operations to define and execute against rules of engagement and customer journey triggers

• Partner with Revenue Enablement to develop training and career paths for your direct reports 

• Collaborate with other CSM leaders, such as Customer Support and Onboarding to advocate for customer needs and deliver a unified & professional customer experience

• Work closely with Sales teams to ensure customers’ pre-sale expectations are exceeded in the post-sale experience

• Own key metrics for your team including renewal forecast, activity management, upsells, platform adoption, and churn

• Build relationships with key customers via calls and on-site visits 

How success will be measured in this role:

• Quarterly net and gross revenue retention goal attainment

• Improving and maintaining high customer health scores alongside retention  

• Ability to recruit and retain your team

• Upward feedback from your direct reports and peer feedback 

• Ongoing process refinement and change management

• Cross-functional partnership with Sales, Revenue Operations, Marketing, and Product 

If the details below describe you, you could be a great fit for this role:

• At least 3 years of SaaS customer engagement and renewal experience and at least 2 years of people management experience

• Proficiency managing pipeline, forecasting and reporting in a CRM 

• 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 mid-market accounts to identify and solve challenging business problems

• You enjoy working with individual contributors and have direct experience managing junior colleagues or have participated in some sort of mentorship program

• Exposure to a performance management framework that includes one-on-ones, continuous feedback, and regular reviews is helpful

• Enjoy working in a fast growing company, resilient to necessary business changes and excited about leading your team to new heights 

• 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 10% of the time to customer meetings or remote offices

• Experience building cohesive, distributed teams with a proven ability to coach and develop others

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 45 min zoom interview with the hiring manager 

• Take-home assignment (2 hours max) 

• Peer interviews with several team members

• Final call(s) with executive team member(s) 

Salary

In the US, the base salary for this role is $90,000 with on target earnings of $120,000+. 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.