Customer Success Manager, Enterprise Agency

Customer Success Manager, Enterprise Agency Remote (US) 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 proactive and commercially minded Customer Success Manager, Enterprise Agency to join our team and help us strengthen our relationships with agency customers. As a Customer Success Manager, Enterprise Agency, your mission will be to drive customer retention, expansion, and satisfaction across your book of business. This is a great opportunity for someone who enjoys building strong relationships, managing a revenue pipeline, and working closely with customers to ensure they are getting value from Muck Rack. What you’ll do Serve as the primary point of contact for enterprise agency customers, retaining and growing a book of business Meet with customers virtually and in‑person to provide product expertise, share industry best practices, and deliver strategic recommendations Own the full customer lifecycle, including support during post‑sale onboarding through renewal and including product adoption for new and existing customers Own the full book of business, including all renewals and a pipeline of expansion opportunities Identify and close expansion opportunities (users, licenses, add‑ons, and new product offerings) Forecast renewals and expansion revenue with a high degree of accuracy Execute on‑time contract renewals and mitigate churn risk Identify customer risks early and partner with Support, Product, and leadership to resolve issues Lead regular business reviews (QBRs) with key accounts Provide customer insights and feedback that influence product development and go‑to‑market strategy How success will be measured in this role Achievement of Gross and Expansion Revenue Retention targets Pipeline creation and conversion across expansion opportunities Accurate renewal and expansion forecasting ( Strong customer health and engagement Consistent achievement of Customer Success KPIs Qualifications 5-8 years of experience in Customer Success, Account Management, or sales within a B2B SaaS environment Experience working with agency customers or similar client types preferred Proven experience owning a revenue target (retention and/or expansion) Experience managing complex renewal cycles and driving expansion within enterprise accounts Ability to leverage data (usage, adoption, engagement) to inform customer strategy Experience managing a pipeline and forecasting revenue Demonstrated executive presence and ability to build relationships across multiple stakeholders Strong communication skills with the ability to de‑escalate and solve customer challenges Experience with contract management and negotiation Ability to operate in a fast‑paced, distributed environment Proactively incorporate AI tools into day‑to‑day work to improve productivity and accelerate delivery 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. Compensation & Benefits In the US, the on‑target earnings for this role are between $105,000 - $125,000+, 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. Benefits 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 (lunches, events, competitions) Competitive geo‑neutral pay in the U.S. Annual 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 for employees and dependents 100% premium coverage for individuals on high‑deductible plans 24/7 Virtual Care and Employee Assistance Program Employer‑funded HSA contributions and other pre‑tax benefits Quarterly wellness stipend and free Headspace subscription Time Off & Family Benefits 4+ weeks of PTO, plus paid sick and mental health days 13 paid holidays with the 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, team workshops, and leadership training Unlimited access to Coursera and O’Reilly 2 additional PTO days annually for learning and development Inclusive, Customer‑First Culture Commitment to equity and valuing diverse perspectives Agile, founder‑led company focused on collaboration and innovation Trusted by 3,000+ companies worldwide Muck Rack considers applicants for all positions on the basis of merit, qualifications, and business needs, and without regard to race, color, national origin, religion, sex, age, disability, sexual orientation, gender identity, alienage or citizenship status, ancestry, marital status, genetic predisposition or carrier status, veteran status, familial status, status as a victim of domestic violence, or any other status or characteristic protected by applicable federal, state, or local law. Note to applicants/job seekers: We have recently been made aware of scams impersonating Muck Rack’s HR team. Please be cautious of these attempts to elicit banking or other financial or sensitive information. Muck Rack will never request financial information during the interview process, and follow‑ups for interviews or next steps will always come from an '@muckrack.com' email address. If you are contacted by anyone from a different domain who claims to be from Muck Rack, forward the communication to View email address on click.appcast.io. #J-18808-Ljbffr Muck Rack