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: 

• Manage high volume of customer cases achieving KPIs like time to close and risk mitigation
• Contribute to team retention goals including GRR and NRR
• Provide ideas and feedback to streamline processes and improve workflows
• Demonstrate adaptability and responsiveness in a dynamic environment

If the details below describe you, you could be a great fit for this role: 

• 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
• Familiarity with sales processes or identifying upsell opportunities
• Knowledge of tools like Marketo, Outreach, or similar platforms
• Proactively incorporate AI tools into day to day work to improve productively and accelerate delivery

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.

• 30 min interview with a member of our Talent Team
• A 1 hour zoom interview with the hiring manager 
• Skills assessment (2 hours max) 
• Peer interviews with several team members
• Final call(s) with executive team member(s) 

Travel & Team Engagement Expectations

This role requires up to 10% travel for team collaboration, customer engagements, and company events. As part of our commitment to building strong connections across our fully distributed team, attendance at our annual company offsite (typically held in Mexico) is expected.

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 

• 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

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.

  #LI-Remote Please note: For detailed information regarding our GDPR and/or CCPA compliance policies, including how we handle personal data and privacy rights, kindly refer to the email correspondence accompanying this application. Muck Rack does not accept unsolicited resumes from search firms or any other third parties. Any unsolicited resume sent to Muck Rack will be considered Muck Rack property, and Muck Rack will not pay a fee should it hire the subject of any unsolicited resume. Muck Rack considers applicants for all positions on the basis of merit, qualifications, and business needs, and without regard to race, color, national origin, religion, sex, age, disability, sexual orientation, gender identity, alienage or citizenship status, ancestry, marital status, genetic predisposition or carrier status, veteran status, familial status, status as a victim of domestic violence, or any other status or characteristic protected by applicable federal, state, or local law. Note to applicants/job seekers: We have recently been made aware of scams impersonating Muck Rack’s HR team. Please be cautious of these attempts to elicit banking or other financial or sensitive information. Muck Rack will never request financial information during the interview process, and follow ups for interviews or next steps will always come from an ‘@muckrack.com’ email address. If you are contacted by anyone from a different domain who claims to be from Muck Rack, please forward the communication to legal@muckrack.com.