Muck Rack · 1 week ago
Pooled Customer Success Manager, SMB
United States
Full-time
Remote
Entry Level
$55K/yr - $60K/yr
1+ years expMuck Rack is the leading SaaS platform for public relations and communications professionals. As a Pooled Customer Success Manager, you will shape customer management within the SMB segment by driving adoption, retention, and satisfaction through a collaborative team approach.
Information ServicesJournalismMedia and EntertainmentPublic RelationsSaaSSoftware
Responsibilities
Lead critical activities such as onboarding, escalations, training resource delivery, risk mitigation, and renewals for a shared customer book of business
Handle customer cases assigned via a round-robin system, ensuring timely responses and resolution while maintaining high-quality outcomes
Proactively share relevant resources and insights to help customers maximize value and engagement and help mitigate risk
Leverage tools like Salesforce to manage and prioritize tasks, ensuring no cases are overlooked and all workflows are documented effectively
Partner with cross-functional teams, including Customer Support, Accounts Receivable, and Marketing, to align on customer goals and provide holistic support
Share feedback and contribute to refining processes to enhance team efficiency and scalability
Maintain accurate renewal and opportunity data in team dashboards to support retention and upsell opportunities as well as maintaining a clean and updated Dashboard of daily tasks and cases
Qualification
Required
1+ years in a customer-facing role such as customer success, support, service or sales, preferably in a B2B SaaS environment
Proven ability to manage high volumes of tasks or customers while staying organized and efficient
Experience using CRMs like Salesforce and automation tools to streamline work
Exceptional prioritization and time management skills
Strong, empathetic communication, with an understanding of SMB customers' unique challenges
Positive, collaborative mindset, with the ability to navigate ambiguity and adapt to change
Commitment to quality, even when performing repetitive tasks
Preferred
Familiarity with sales processes or identifying upsell opportunities
Knowledge of tools like Marketo, Outreach, or similar platforms
Benefits
Home office stipend, phone and internet reimbursement, coworking membership
Virtual and in-person team bonding (lunches, events, competitions)
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
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
Company
Muck Rack
Muck Rack is a public relations management platform that enables organizations to connect with journalists to generate media coverage.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$180MKey Investors
Susquehanna Growth Equity
2022-09-07Series A· $180M
Leadership Team
Greg Galant
CEO and Cofounder
Lee Semel
Cofounder, CTO Emeritus
Recent News
EIN Presswire
2026-01-16
2025-12-10
Company data provided by crunchbase