Customer Onboarding Strategist, Enterprise

Muck Rack

14d•$68,000•Remote

About The Position

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 growing quickly, and we’re looking for a proactive, empathetic, and eager Customer Onboarding Strategist to join our team and make a big impact. Customer churn starts during onboarding. As a Customer Onboarding Strategist, your mission will be to set up mid-market and small business customers for immediate success by facilitating the implementation process. You should be excited about educating new customers and ensuring a smooth adoption of our products and services. You will be responsible for rapidly understanding each customer’s business and communications requirements and driving them to realize a fast time-to-value from their investment in Muck Rack as efficiently as possible. You’ll be a great fit for this role if you enjoy taking ownership and see yourself as a collaborator working with customers to deliver great results.

Requirements

2+ years professional experience, with at least 1 year of related SaaS experience in customer onboarding, customer success management, project management, or coaching roles
An ability to manage project scope and delivery timelines across multiple projects simultaneously, with experience working in a deadline-driven environment
Proficiency in Boolean search language or has the ability to learn to use Boolean search operators (AND, OR, NOT, etc.)
Can communicate about and advise on technical concepts
Comfort with a variety of tools including a CRM (preferably Salesforce)
An ability to adapt quickly to new software and constantly changing business requirements
A passion for helping customers and a dedication to providing a best-in-class service experience
An ability to use data to analyze results and make data-driven decisions
Strong written and verbal communication skills and the ability to build meaningful relationships quickly

Responsibilities

Become a Muck Rack product expert
Establish strong relationships with new customer stakeholders and deepen relationships with existing customer stakeholders
Conduct 5-6 customer calls daily to provide detailed account walkthroughs, communicate setup requirements, educate on Muck Rack's capabilities, and document implementation details in Salesforce
Ensure all customers complete the required technical setup efficiently and in a timely manner
Leverage feedback for continuous improvement to the onboarding process to enhance efficiency and customer experience
Develop a deep understanding of customers' business and operational objectives

Benefits

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