Key skills
Customer SuccessAccount ManagementSalesB2B SaaSAgency client managementRevenue target ownershipRenewal cycle managementExpansion managementData analysis for customer strategyPipeline managementRevenue forecastingContract managementAI tools integrationExecutive presenceGoAISaaSLeadershipCommunicationNegotiation
About this role
Muck Rack is the leading SaaS platform for public relations and communications professionals. They are seeking a proactive Customer Success Manager, Enterprise Agency to drive customer retention, expansion, and satisfaction across their book of business.
Responsibilities:
- Serve as the primary point of contact for enterprise agency customers, retaining and growing a book of business
- Meet with customers virtually and in-person to provide product expertise, share industry best practices, and deliver strategic recommendations
- Own the full customer lifecycle, including support during post-sale onboarding through renewal and including product adoption for new and existing customers
- Own the full book of business, including all renewals and a pipeline of expansion opportunities
- Identify and close expansion opportunities (users, licenses, add-ons, and new product offerings)
- Forecast renewals and expansion revenue with a high degree of accuracy
- Execute on-time contract renewals and mitigate churn risk
- Identify customer risks early and partner with Support, Product, and leadership to resolve issues
- Lead regular business reviews (QBRs) with key accounts
- Provide customer insights and feedback that influence product development and go-to-market strategy
Requirements:
- 5-8 years of experience in Customer Success, Account Management, or sales within a B2B SaaS environment
- Proven experience owning a revenue target (retention and/or expansion)
- Experience managing complex renewal cycles and driving expansion within enterprise accounts
- Ability to leverage data (usage, adoption, engagement) to inform customer strategy
- Experience managing a pipeline and forecasting revenue
- Demonstrated executive presence and ability to build relationships across multiple stakeholders
- Strong communication skills with the ability to de-escalate and solve customer challenges
- Experience with contract management and negotiation
- Ability to operate in a fast-paced, distributed environment
- Proactively incorporate AI tools into day to day work to improve productively and accelerate delivery
- Experience working with agency customers or similar client types preferred