Customer Success Manager
New
M
Muck RackPublic Relations SaaS
Remote (United Kingdom)Full-TimeMiddle
Salary£56,500 - £63,500 with on-target earnings of £80,500 OTE+
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisAccount ManagementCustomer SuccessSaaS
Requirements
- 3+ years of Customer Success, Account Management, or related customer-facing experience.
- Proven track record of meeting and exceeding retention and revenue goals.
- Experience supporting customers within Media Intelligence, PR technology, or adjacent SaaS platforms.
- Expertise managing the full customer lifecycle, including onboarding, adoption, renewal, and expansion.
- Strong experience leading strategic customer conversations and building relationships with senior executives.
- Demonstrated ability to drive adoption and influence customer outcomes through consultative engagement.
- Experience negotiating contracts and managing renewal cycles.
- Strong analytical skills with the ability to leverage customer data and usage trends.
- Exceptional communication and presentation skills.
- Familiarity with the UK media landscape, PR industry, or communications technology preferred.
- Knowledge of UK copyright, content licensing, and NLA/ECLIPS requirements is highly desirable.
- Ability to proactively incorporate AI tools into day-to-day work.
Responsibilities
- Serve as the primary contact for Enterprise and Mid-Market customers across the UK, driving retention, growth, and long-term customer success.
- Own the customer lifecycle from post-sale through renewal, ensuring customers realize value and achieve their communications objectives.
- Lead onboarding for new customers, including discovery sessions, tailored training programs, and adoption planning.
- Design and deliver customized reporting solutions while ensuring compliance with UK-specific licensing requirements.
- Provide strategic guidance through business reviews and account walkthroughs.
- Negotiate contracts and renewal agreements to support long-term customer growth.
- Act as a specialist resource for UK media landscape insights and regional communications trends.
- Partner cross-functionally with Product, Support, and Sales teams to advocate for UK customer needs.
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