Customer Success Manager, Mid-Market

Muck Rack; Poland; Remote; PLN 254,000 - 328,000; Full time

Job summary

A leading SaaS company is seeking a Mid-Market Customer Success Manager to manage customer relationships and drive growth within their mid-market segment. Responsibilities include ensuring customer satisfaction, achieving revenue goals, and managing the customer lifecycle. Ideal candidates should have experience in Customer Success in a B2B SaaS environment. The role offers remote work, competitive compensation, and numerous employee benefits.

Benefits

Home office stipend

401(k) with employer contributions

Comprehensive medical, dental, vision insurance

4+ weeks of PTO

Learning and development opportunities

Qualifications

• 1-3 years in Customer Success or Account Management in B2B SaaS.
• Proven track record of meeting revenue goals.
• Ability to leverage data for strategic decisions.

Responsibilities

• Manage a book of business with a focus on retention and expansion.
• Serve as the primary contact for mid-market segment customers.
• Negotiate contracts and oversee the customer lifecycle.

Skills

Customer Success Management

B2B SaaS

Contract Negotiation

Strategic Engagement

Data Utilization

Job description

Overview

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 value of earned media. Our AI-powered, integrated platform streamlines the PR workflow to help businesses generate positive media coverage, monitor mentions, manage brand reputation, and analyze PR’s impact on business outcomes. We empower teams to collaborate, pitch effectively, and analyze results faster and more efficiently.

Founder-controlled, fully distributed, and growing sustainably, Muck Rack has received awards for our culture and product from Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, and customer devotion, and infuse these values into everything we do.

Role

Mid-Market Customer Success Manager — focused on driving growth and renewals within Muck Rack's mid-market customer segment. You should be excited about working in a fast-paced environment with a diverse range of agency and brand accounts. You’ll be a great fit if you are motivated by helping customers and driving revenue.

What you’ll do

• Serve as a primary contact for a portion of Muck Rack’s mid-market segment, managing a book of business ranging from $1.7 to $2 million in annual contract value with a focus on retention, expansion, and upsells
• Consistently achieve revenue goals and meet activity requirements
• Meet with customers virtually and in-person to provide product expertise, share industry best practices, and lead account walkthroughs to highlight usage wins and identify opportunities
• Oversee the customer lifecycle from post-sale to renewal to ensure the customer is deriving value at every stage
• Manage customer feedback and deliver insights to internal stakeholders that influence our product roadmap
• Source new contacts as original decision makers change within a company and communicate our value proposition
• Negotiate contracts to ensure long-lasting and growing relationships
• Immerse yourself in the public relations industry and build a strong network of communications professionals

How success will be measured

• Quarterly Net and Gross revenue goals
• Customer Success KPIs

Qualifications

• 1-3 years in Customer Success or Account Management within a B2B SaaS environment, with a proven track record of meeting and exceeding revenue goals
• Expertise in overseeing the entire customer lifecycle; adept at handling renewal cycles and driving expansion within mid-market accounts
• Background in contract management and negotiation
• Demonstrated executive presence and strategic acumen in customer engagement, including multi-threading and relationship-building techniques
• Precise and confident communication skills with an ability to address concerns and provide solutions
• Ability to leverage data, including usage and adoption, for strategic decision making
• Flexibility to adapt to changing priorities in a dynamic work environment
• Strong decision-making abilities to prioritize customer needs
• Experience or strong interest in PR or journalism is helpful

Interview Overview

Outlined interview plan for this role. We may ask for supplemental information or require an additional step before making a final decision.

• 30 min interview with a member of our Talent Team
• 1 hour Zoom interview with the hiring manager
• Skills assessment (up to 2 hours)
• Peer interviews with several team members
• Final calls with executive team members

Compensation: The base salary for this role is $70,000, with $90,000+ in OTE. We typically build 1–3 quarters of ramp time with lower goals and thus lower earnings from commissions. We pay on a geo-neutral basis within the US and have competitive pay bands for other countries.

Individual compensation decisions are based on experience, skillset, and internal equity. We expect the majority of offers to fall within the stated range. If your experience differs, the updated salary range will be communicated.

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
• Competitive geo-neutral pay in the U.S.
• Annual equity 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
• 100% premium coverage for individuals on high-deductible plans
• 24/7 Virtual Care and Employee Assistance Program
• HSA contributions and other pre-tax benefits
• Wellness stipend and Headspace subscription

Time Off & Family Benefits

• 4+ weeks of PTO, plus paid sick and mental health days
• 13 paid holidays with 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, workshops, and leadership training
• Unlimited access to Coursera and O’Reilly
• 2 extra PTO days annually for learning and development

Inclusive, Customer-First Culture

• Commitment to equity and 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.

We are a fully distributed team with location limitations for hiring based on job function. If we cannot hire in your location, you will be notified by email. We may not always support relocation or extended travel and have guidelines to ensure compliant work away from your permanent residence.

Compliance and Notices: For details on our GDPR/CCPA policies and how we handle personal data and privacy rights, please refer to the email accompanying this application. We do not accept unsolicited resumes or pay fees to third parties. We hire on merit and business need, without regard to protected statuses. We advise applicants to beware of scams; Muck Rack will never request financial information during interviews. Communications from Muck Rack will come from an @muckrack.com address.