Senior Customer Success Manager, Mid-Market

As a Senior Customer Success Manager at Muck Rack, you'll serve as the primary contact for our mid-market segment, focusing on growth and renewals across accounts valued between $2-$2.3 million. You'll meet with customers to guide them through product expertise, share best practices, and lead discussions on usage insights. Additionally, managing the customer lifecycle and negotiating contracts to foster long-lasting relationships will be central to your role.

To excel as a Senior Customer Success Manager at Muck Rack, you'll need at least 5 years of experience in Customer Success or Account Management within a B2B SaaS environment. A track record of meeting revenue goals, expertise in managing complex client relationships, and strong negotiation skills are essential. Knowledge of PR or journalism is a plus, as it enables you to better relate to our clients in the communications space.

Success for a Senior Customer Success Manager at Muck Rack is measured through Customer Health metrics, achieving quarterly net and gross revenue goals, and meeting specific Customer Success KPIs. Your ability to grow relationships and ensure clients derive value from our platform will be crucial indicators of your performance in this role.

At Muck Rack, we pride ourselves on a fully remote work environment. This means you'll be part of a distributed team that values flexibility and work-life balance. We offer comprehensive support, a strong culture of inclusion, and various engagement opportunities, making it an environment where you can thrive professionally while enjoying the autonomy of remote work.

Muck Rack is dedicated to personal and professional growth. As a Senior Customer Success Manager, you’ll have access to internal pathways for advancement, bi-annual performance reviews, and training workshops. We also provide unlimited subscriptions to learning platforms like Coursera and O'Reilly, along with additional PTO dedicated to learning, ensuring you continue to develop your skills in the field.

Highlight your background in managing customer accounts, particularly in a SaaS environment. Discuss specific strategies you employed to ensure client satisfaction and success, emphasizing instances where you exceeded renewal targets or developed strong relationships.

Discuss your approach to workload management, including using CRM tools, categorizing tasks based on urgency and importance, and any methods you employ to ensure that your clients receive timely support and attention.

Share a specific story detailing the situation and the steps you took to address the client's concerns. Focus on your communication skills, persistence, and strategies that ultimately helped rebuild their trust in your company’s services.

Discuss key metrics such as Net Promoter Score (NPS), Customer Health Score, and retention rates. Explain why these metrics are essential and how you leverage them to make informed decisions about account management.

Talk about your proactive approach to identifying usage issues, including how you would reach out to understand the customer’s challenges and provide tailored training or resources to enhance their usage and gain value from the platform.

Highlight your strategies for relationship-building, such as regular communication, personalized interactions, and using tools to track client satisfaction. Share examples of how these strategies have helped enhance your professional rapport with customers.

Emphasize your focus on fostering mutually beneficial agreements, understanding client needs, and the importance of transparency during negotiations. Discuss examples where your negotiation skills have strengthened long-term relationships.

Talk about your commitment to continuous learning, mentioning resources you use such as podcasts, webinars, industry publications, or professional organizations that keep you aligned with the latest developments in customer success and PR.

Share your passion for helping clients succeed and how that translates into personal fulfillment. Discuss how witnessing clients achieve their goals affirms your role and commitment to customer advocacy.

Discuss your adaptability and how you would assess the new client priorities, re-evaluating your approach to ensure you continue to deliver value while aligning with their revised goals.