Pooled Customer Success Manager, SMBRemote (US)

Pooled Customer Success Manager, SMB

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.

As a Pooled Customer Success Manager, you will be at the forefront of shaping how we manage and support customers within our SMB segment. In this collaborative team environment, you'll focus on key activities across the customer lifecycle to drive adoption, retention, and satisfaction. Rather than managing a traditional book of business, you'll contribute to shared team goals, embracing a task-oriented and process-driven approach to ensure success and renew business.

What You'll Do :

• 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

How Success Will Be Measured In This Role :

If The Details Below Describe You, You Could Be A Great Fit For This Role :

Interview Overview

Below you'll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

Salary

In the US, the base salary for this role is between $55,000 - $60,000 with $70,000+ in on target earnings. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.

Why Muck Rack?

Remote Work, Forever

Transparent & Fair Compensation

Health & Wellness

Time Off & Family Benefits

Learning and Development

Inclusive, Customer-First Culture

Note : Benefits and compensation reflect offerings for U.S.-based employees. Support is provided for employees in other locations, in compliance with local laws and regulations.

While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.