Senior Customer Success Manager - Enterprise

As a Senior Enterprise Customer Success Manager, your primary focus will be on driving growth and ensuring renewals within Muck Rack's enterprise customer segment. You should be excited about working in a fast-paced environment, engaging with our largest and most complex customers. You’ll be a great fit for this role if you are motivated by driving value for customers and achieving substantial revenue growth.

What you’ll do:

• Serve as the primary contact and strategic advisor for enterprise brands & agencies to retain and grow a book of business of $2 million+ in customer contract value

• Engage with C-level and senior stakeholders, both virtually and in-person, to deliver expert product knowledge, share industry best practices, and provide strategic recommendations that drive value and growth

• Consistently exceed revenue targets and activity metrics, ensuring alignment with company-wide OKRs 

• Oversee the entire customer lifecycle from post-sale to renewal to ensure the customer is deriving value at every stage  

• Manage customer feedback and deliver high-impact insights to internal stakeholders, directly influencing our product roadmap and strategic vision

• Lead complex contract negotiations, securing mutually beneficial agreements that reinforce long-lasting customer relationships 

• Immerse yourself in the public relations industry, establishing and maintaining a strong network of communications and industry professionals 

How success will be measured in this role:

• Customer Health (SuccessScores)

• Achievement of Quarterly Net and Gross Revenue Goals

• Customer Success KPIs, including driving adoption, early renewals, and regular touchpoints with customers 

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

• 8+ years in Customer Success or Account Management within a B2B SaaS environment of similar or greater size and ARR to Muck Rack, with a proven track record of meeting and exceeding revenue goals

• Expertise in overseeing the entire customer lifecycle, including driving expansions, managing complex renewals, and handling escalations within large enterprise accounts

• Demonstrated success in consultative selling, with a proven ability to develop and implement tailored solutions that meet the nuanced needs of enterprise clients

• Proficient in Customer Success strategies and methodologies, including lifecycle management, risk mitigation, executive sponsor development, and defining outcomes and business cases

• Strong background in contract management, including expertise in leading negotiations with senior stakeholders 

• Demonstrated executive presence and strategic acumen in customer engagement, including the effective use of multi-threading and relationship-building techniques

• Precise and confident communication skills with an ability to address high-stakes concerns and provide solutions that de-escalate conflicts and reinforce trust

• Ability to leverage data, including usage and adoption, to lead strategic decision making and optimize customer success strategies

• Flexibility to adapt to changing priorities and emerging challenges in a dynamic work environment

• Strong decision-making capabilities, with a focus on prioritizing customer needs and driving outcomes that align with business objectives

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 minute zoom interview with the hiring manager 

• Skills assessment (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 between $100,000 and $110,000 with on target earnings of $130,000-140,000+. 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.