Customer Success Manager

About Muck Rack: Muck Rack (muckrack.com) is the leading enterprise SaaS platform transforming how public relations and corporate communications professionals build trust, tell their stories, and calculate the concrete business value of earned media. Our founder-controlled, fully distributed organization engineers an AI-powered, comprehensive platform that streamlines PR workflows by fusing a global media database, brand mention monitoring, and automated media impact reporting into one dynamic system. Celebrated for our unparalleled remote workplace culture by Inc. and Great Place to Work, Muck Rack is trusted by thousands of companies globally to expand market presence and monitor brand reputation efficiently.

Position Overview

We are seeking a highly strategic, consultative, and customer-devoted Customer Success Manager to drive account growth, product adoption, and commercial renewals across our high-leverage United Kingdom portfolio under a permanent, full-time fully remote engagement framework based in the UK. Operating as an elite regional account advocate, you will step up to claim direct financial, portfolio health, and client retention accountability over our mid-market and enterprise accounts. Shifting completely away from routine script reading, passive data entry, or generic outbound lead prospecting, you will run an active platform utilization, contract negotiation, and customer relationship expansion laboratory—partnering face-to-face with multi-layered corporate communication executives, product development managers, and global sales squads. This position requires an enterprise relationship expert with 3+ years of SaaS account management experience who guides complex communication teams fluidly natively using Customer Support methodologies, evaluates Gross and Net Revenue Retention parameters cleanly to maximize recurring outcomes, and directs regional licensing compliance requirements confidently to strengthen market presence.

Key Responsibilities

• UK Lifecycle Portfolio Ownership: Manage the full customer success lifecycle from post-sale implementation through contract renewal, ensuring enterprise accounts realize maximum product utility and achieve brand communication goals.
• Onboarding and Adoption Delivery: Lead onboarding programs for new accounts, executing strategic discovery workshops, customized training plans, and product utilization metrics alignment.
• Commercial Retention and Expansion: Consistently hit quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets through proactive renewal mapping and contract restructuring.
• Licensing and Compliance Governance: Serve as the premier in-house resource regarding UK media compliance, advising enterprise clients on copyright rules, media landscape trends, and NLA/ECLIPS data licensing parameters.
• AI-Powered Reporting Architecture: Leverage automated data tools and native platform systems to construct customized impact reports, analyzing client engagement data natively utilizing Customer Support metrics.
• Cross-Functional Voice-of-Customer: Aggregate localized adoption friction points and feature requests to deliver actionable regional product feedback to our internal engineering and product leadership teams.
• Community Engagement Leadership: Support the organization of UK-focused networking events, virtual media panels, and thought leadership initiatives to champion community-building across the UK market space.

Required Skills & Qualifications

• A minimum of 3 years of verified professional history leading customer success, enterprise account management, or consultative client growth strategies.
• Proven background supporting corporate users within media intelligence, media monitoring, public relations tech, or adjacent B2B software ecosystems.
• Demonstrated experience navigating full enterprise renewal cycles, commercial expansions, and contract adjustments.
• Masterful communication, negotiation, and breakdown skills, with a track record of engaging comfortably with senior corporate leadership and C-suite stakeholders.
• Strong analytical mindset, displaying the capacity to analyze platform usage data and customer health scores natively using Customer Support analytics tools to drive proactive outreach.
• Proactive mindset leveraging generative AI assistants to maximize daily reporting productivity and accelerate delivery speeds.
• Location and Authorization Context: Candidates must be permanently residing within and authorized to work within the United Kingdom without any current or future visa sponsorship requirements.

Preferred Strategic Indicators (Nice to Have)

• Deep existing knowledge of the UK media landscape, local PR workflows, journalism networks, or corporate media relations trends.
• Applied understanding of UK copyright structures, digital licensing entities, or NLA/ECLIPS operational compliance guidelines.

What We Offer

• Vetted, UK Enterprise SaaS OTE Blueprint: Highly competitive baseline annual salary ranging from £56,500 - £63,500, with a target commission path driving On-Target Earnings to £80,500 OTE+, paired with meaningful corporate equity.
• The spectacular professional canvas to own, manage, and scale the regional customer success engine for a global leader in PR technology.
• Profound work-from-home remote parameters offering a permanent distributed setup, flexible schedules, home office allowances, and phone/internet reimbursements.
• Generous time-off parameters including 4+ weeks of paid vacation, dedicated mental health days, 13 paid holidays, and up to 16 weeks of fully paid parental leave.
• Comprehensive health wellness infrastructures encompassing medical, dental, and vision coverages alongside a free Headspace subscription and quarterly wellness stipends.
• Immersive global community connections including up to 10% travel for local customer networking panels and attendance at our annual company offsite in Mexico.