Your primary responsibility as a Customer Success Manager in our Mid-Market division will be to increase and maintain customer base. Working in a dynamic workplace with a wide variety of agency and brand accounts should thrill you.
What you’ll do:
Serve as a primary contact for a portion of Muck Rack’s mid-market segment to retain and grow a book of business ranging from $1.5 - $1.7 million in annual contract value
Achieve retention and account growth goals (for accounts with ARR ranging from $10,000 - $50,000+)
Demo Muck Rack at meetings, on phone calls and at events
Deliver 5+ calls with customers per day to provide product expertise, share industry best practices and strategic recommendations, and lead account walkthroughs to highlight usage wins and opportunities
Oversee the customer lifecycle from initial sale to renewal to ensure the customer is deriving value at every stage
Manage customer feedback and deliver insights to internal stakeholders that will influence our product roadmap
Source new contacts as our original decision makers change within a company and communicate our value proposition
Negotiate agreements to ensure long-lasting and growing relationships with our customers
Immerse yourself in the public relations industry and build a strong network of communications professionals
How success will be measured in this role:
Quarterly Net and Gross revenue retention goals
Customer Health and Engagement (Health Score)
If the details below describe you, you could be a great fit for this role:
1-3 years working in SaaS account management or in a blended CSM role, with a focus on upsells and renewals OR 2 - 5 years of client facing experience in PR, marketing, or advertising (experience carrying a quota or managing a book of business in some capacity is key)
Natural relationship builder who is personable, patient and dependable - you enjoy working with customers, and they enjoy working with you
Excellent communication skills, both written and verbal - you’re equally comfortable drafting an email, jumping on the phone, and leading meetings/presenting to large groups
Proactive in helping customers with long term planning - you’re a solutions-oriented problem solver who derives satisfaction from ensuring customer needs are met
Familiar with the tools we use, including Salesforce, Google Apps, Gong and Slack,and you learn how to use new tools quickly
Experience or strong interest in PR or journalism or an understanding of these industries is helpful
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