Key skills
GoAIBISaaSCRMAgileLeadershipMentoringCommunicationCollaborationCustomer SuccessAccount ManagementSales
About this role
Role Overview
- 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
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
- Experience working with agencies or managing agency relationships preferred
- Background in SaaS, MarTech, or similar industries is a plus
- 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
Benefits
- Health & Wellness
- 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
- 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