Senior Manager - Enterprise Customer Success

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.