Partner with new customers to understand their communications goals and translate those goals into effective platform configuration and onboarding workflows
Lead onboarding experiences that balance immediate setup needs with long-term scalability and adoption across Muck Rack’s platform
Guide customers through core workflows including monitoring, reporting, media database usage, and pitching, helping them understand how these capabilities connect over time
Configure and refine monitoring inputs (e.g., Trackers, Boolean logic, reporting structures), making thoughtful tradeoffs between precision, efficiency, and future flexibility
Help customers establish strong foundational context in Muck Rack (such as coverage, reporting structure, and monitoring strategy) that can support future feature adoption as the platform evolves
Project manage around 25
30 onboardings concurrently, coordinating closely with Customer Success Managers, Media Intelligence, and other internal partners to ensure smooth handoff post-onboarding
Educate customers not just on how to use the platform, but why certain setups and workflows are recommended
Surface customer feedback and patterns to internal teams to help improve onboarding motions, product experience, and long-term customer outcomes

2+ years of professional experience in customer onboarding, customer success, implementation, project management, or a related SaaS role
You’re comfortable translating customer goals into structured setups and workflows, even when requirements are ambiguous or evolving
You have experience configuring or working with search logic (e.g., Boolean) and understand the tradeoffs between precision and scalability
You’re effective in a fully remote environment, using tools like Slack, Asana, and CRMs to manage work, communicate clearly, and stay accountable across teams
You enjoy helping customers build systems and processes that will continue to work as products and needs change over time
You’re confident explaining not just how a product works, but why certain approaches are recommended
You’re able to manage multiple onboarding projects simultaneously while maintaining a high-quality customer experience
You adapt quickly to new tools, features, and product changes, and are comfortable onboarding customers into platforms that are still evolving
You’re proactive, organized, and thoughtful in your approach to problem-solving
You care deeply about customer outcomes and take ownership of helping customers achieve value early and sustainably
Proactively incorporate AI tools into day to day work to improve productively and accelerate delivery

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
Commitment to equity and valuing diverse perspectives
Agile, founder-led company focused on collaboration and innovation
Trusted by 3,000+ companies worldwide

Customer Onboarding Strategist, Mid-Market

Key skills