Customer Success Manager, Enterprise Agency

Muck Rack

6h•$105,000 - $125,000•Remote

About The Position

Muck Rack is seeking a proactive and commercially minded Customer Success Manager, Enterprise Agency to join their team. The role's primary mission is to drive customer retention, expansion, and satisfaction across a dedicated book of business. This position is ideal for individuals who excel at building strong relationships, managing a revenue pipeline, and ensuring customers derive maximum value from the Muck Rack platform. The company is described as a leading SaaS platform for public relations and communications professionals, focused on enabling organizations to build trust, tell their stories, and demonstrate the value of earned media. Muck Rack's platform integrates media database, monitoring, and reporting to streamline PR workflows. The company is founder-controlled, fully distributed, and growing sustainably, with a culture that values resilience, transparency, ownership, and customer devotion.

Requirements

5-8 years of experience in Customer Success, Account Management, or sales within a B2B SaaS environment
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

Nice To Haves

Experience working with agency customers or similar client types preferred

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, 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

Benefits

Home office stipend, phone and internet reimbursement, coworking membership
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
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
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
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