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
Health & Wellness
- Comprehensive medical, dental, vision, disability, and life insurance for employees and dependents
- 100% premium coverage for individuals on high-deductible plans
- 24/7 Virtual Care and Employee Assistance Program
- Employer-funded HSA contributions and other pre-tax benefits
- Quarterly wellness stipend and free Headspace subscription
Time Off & Family Benefits
- 4+ weeks of PTO, plus paid sick and mental health days
- 13 paid holidays with the option to swap for personal days
- Up to 16 weeks of fully paid parental leave
Learning and Development
- Transparent pathways for internal mobility and promotion
- Bi-annual performance reviews, team workshops, and leadership training
- Unlimited access to Coursera and O’Reilly
- 2 additional PTO days annually for learning and development
Inclusive, Customer-First Culture
- Commitment to equity and valuing diverse perspectives
- Agile, founder-led company focused on collaboration and innovation
- Trusted by 3,000+ companies worldwide
Note: Benefits and compensation reflect offerings for U.S.-based employees. Support is provided for employees in other locations, in compliance with local laws and regulations.
While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.
#LI-Remote
Please note: For detailed information regarding our GDPR and/or CCPA compliance policies, including how we handle personal data and privacy rights, kindly refer to the email correspondence accompanying this application.
Muck Rack does not accept unsolicited resumes from search firms or any other third parties. Any unsolicited resume sent to Muck Rack will be considered Muck Rack property, and Muck Rack will not pay a fee should it hire the subject of any unsolicited resume.
Muck Rack considers applicants for all positions on the basis of merit, qualifications, and business needs, and without regard to race, color, national origin, religion, sex, age, disability, sexual orientation, gender identity, alienage or citizenship status, ancestry, marital status, genetic predisposition or carrier status, veteran status, familial status, status as a victim of domestic violence, or any other status or characteristic protected by applicable federal, state, or local law.
Note to applicants/job seekers: We have recently been made aware of scams impersonating Muck Rack’s HR team. Please be cautious of these attempts to elicit banking or other financial or sensitive information. Muck Rack will never request financial information during the interview process, and follow ups for interviews or next steps will always come from an ‘@muckrack.com’ email address. If you are contacted by anyone from a different domain who claims to be from Muck Rack, please forward the communication to legal@muckrack.com.
