Muck Rack is hiring a Manager, Customer Success (Agency)

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. We’re looking for a strategic and results-oriented Manager, Customer Success (Agency) to join our team and lead our agency-focused customer success efforts. As our Manager, Customer Success (Agency), your mission will be to drive customer retention, expansion, and satisfaction across our agency customer base while developing a high-performing team of Customer Success Managers. This is a great opportunity for someone who enjoys working closely with customers, leading teams, and bringing structure and consistency to how we manage renewals, risk, and growth. What you’ll do: - 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 How success will be measured in this role: - Achievement of Gross and Net Revenue Retention targets - Accurate renewal and expansion forecasting - Growth in expansion bookings within agency accounts - Strong performance and development of Customer Success Managers - Positive customer outcomes and long-term account value If the details below describe you, you could be a great fit for this role: - 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 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. - Intro call with a member of our Talent Team - A video interview with the Hiring Manager - Live working session - Panel interviews with executive team members 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 on-target earnings for this role are between $130,000 - $160,000+, depending on skills and experience. Total compensation for this role consists of base salary & variable commission. 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.