ApplyManager, SMB Customer Success
Posted about 10 hours agoViewed
View full description
💎 Seniority level: Manager, 3+ years
📍 Location: United States
💸 Salary: 90000.0 - 120000.0 USD per year
🔍 Industry: SaaS, Public Relations, Communications
🏢 Company: Muck Rack👥 251-500💰 $180,000,000 Series A over 2 years agoInformation ServicesPublic RelationsMedia and EntertainmentJournalismSaaSSoftware
🗣️ Languages: English
⏳ Experience: 3+ years
🪄 Skills: LeadershipBusiness IntelligencePeople ManagementSalesforceCross-functional Team LeadershipProduct DevelopmentBusiness OperationsFinancial ManagementStrategic ManagementCommunication SkillsAnalytical SkillsCollaborationCustomer serviceAgile methodologiesMentoringOrganizational skillsCoachingAccount ManagementRecruitmentClient relationship managementSales experienceTeam managementStrategic thinkingCRMCustomer supportChange ManagementCustomer SuccessSaaSBudget management
Requirements:
- At least 3 years of SaaS customer engagement and renewal experience and at least 2 years of people management experience
- Proficiency managing pipeline, forecasting and reporting in a CRM
- Strong analytical and strategic thinking – able to take complex customer concerns and orchestrate resources and tactics to address them (includes strong writing and communication skills)
- Experience working with mid-market accounts to identify and solve challenging business problems
- You enjoy working with individual contributors and have direct experience managing junior colleagues or have participated in some sort of mentorship program
- Exposure to a performance management framework that includes one-on-ones, continuous feedback, and regular reviews is helpful
- Enjoy working in a fast growing company, resilient to necessary business changes and excited about leading your team to new heights
- Experience working toward customer health and satisfaction – not just toward a renewal
- A natural ability to collaborate with Sales, Marketing, Product, Revenue Operations, and other Customer Success teams
- Able to travel up to 10% of the time to customer meetings or remote offices
- Experience building cohesive, distributed teams with a proven ability to coach and develop others
Responsibilities:
- Attract, hire, onboard, coach and retain top customer success managers
- Motivate, inspire and mentor your team members to achieve strong quarterly results
- Manage recurring revenue and deliver high on-time renewal rates
- Help craft the evolving and growing SMB CSM strategy for Muck Rack
- Build customer success playbooks that drive gross and net revenue retention for Muck Rack’s customers
- Partner with Revenue Operations to define and execute against rules of engagement and customer journey triggers
- Partner with Revenue Enablement to develop training and career paths for your direct reports
- Collaborate with other CSM leaders, such as Customer Support and Onboarding to advocate for customer needs and deliver a unified & professional customer experience
- Work closely with Sales teams to ensure customers’ pre-sale expectations are exceeded in the post-sale experience
- Own key metrics for your team including renewal forecast, activity management, upsells, platform adoption, and churn
- Build relationships with key customers via calls and on-site visits
Apply