Customer Success Manager

Responsibilities

• 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 and strategic recommendations
• Own the full customer lifecycle from post-sale onboarding through renewal
• Identify and close expansion opportunities including users, licenses, and add-ons
• Forecast renewals and expansion revenue with high accuracy
• Lead regular business reviews (QBRs) with key accounts
• Provide customer insights to influence product development

Requirements

• 5-8 years of experience in Customer Success, Account Management, or sales in B2B SaaS
• Proven experience owning a revenue target (retention and/or expansion)
• Experience managing complex renewal cycles and driving expansion in enterprise accounts
• Ability to leverage data to inform customer strategy
• Experience managing a pipeline and forecasting revenue
• Strong communication skills and ability to de-escalate customer challenges
• Experience with contract management and negotiation
• Ability to operate in a fast-paced, distributed environment

Preferred Qualifications

• Experience working with agency customers or similar client types

About the Company

Muck Rack is the leading SaaS platform for public relations and communications professionals, helping organizations build trust and demonstrate the value of earned media through an AI-powered integrated platform.