Manager, Customer Success (Agency)
Muck Rack
•$130,000 - $160,000•Remote
About The Position
Muck Rack is seeking a strategic and results-oriented Manager, Customer Success (Agency) to lead their agency-focused customer success efforts. The mission of this role is to drive customer retention, expansion, and satisfaction across the agency customer base while developing a high-performing team of Customer Success Managers. This is an opportunity for someone who enjoys working closely with customers, leading teams, and bringing structure and consistency to managing renewals, risk, and growth.
Requirements
- 7-10 years of experience in B2B SaaS customer success, account management, or sales roles
- Proven experience managing renewals, expansion, or retention pipelines
- Experience leading or mentoring a team, with a focus on coaching and development
- Strong analytical skills and ability to use data to inform decisions
- Experience working with CRM tools and managing pipeline/forecasting
- Strong communication skills and ability to build relationships with customers and internal teams
- Ability to operate in a fast-paced, distributed environment
- Alignment with Muck Rack’s core values: Customer Devotion, Resilience, Transparency, Ownership
- Proactively incorporate AI tools into day-to-day work to improve productivity and accelerate delivery
Nice To Haves
- Experience working with agencies or managing agency relationships preferred
- Background in SaaS, MarTech, or similar industries is a plus
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers supporting agency customers across different segments
- Drive Gross and Net Revenue Retention through strong renewal execution and expansion strategy
- Build and maintain relationships with key stakeholders across strategic agency accounts
- Guide your team in delivering consultative value through product expertise, industry best practices, and strategic recommendations
- Forecast monthly and quarterly GRR and NRR with accuracy
- Own and inspect the renewals and expansion pipeline, ensuring visibility into risk, opportunity, and execution
- Identify performance gaps across accounts and implement clear, measurable plans to improve outcomes
- Partner cross-functionally with Onboarding, CX, Product, and RevOps to deliver a consistent and scalable customer experience
- Translate customer feedback into insights that inform product and go-to-market strategy
- Hire, develop, and retain top talent within the Customer Success organization
Benefits
- Home office stipend, phone and internet reimbursement, coworking membership
- Virtual and in-person team bonding (lunches, events, competitions)
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
