Manager, Customer Success @Muck Rack
Customer Service
Salary usd 130,000 - 1..
Remote Location
Job Type full-time
Posted 2d ago

[Hiring] Manager, Customer Success @Muck Rack

2d ago - Muck Rack is hiring a remote Manager, Customer Success. 💸 Salary: usd 130,000 - 160,000 per year 📍Location: Worldwide

Role Description

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. 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.

  • 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

Qualifications

  • 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

Requirements

  • 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

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)
  • Transparent & Fair Compensation
  • 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
  • Health & Wellness
  • 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
Before You Apply
worldwide Be aware of the location restriction for this remote position: Worldwide
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Manager, Customer Success @Muck Rack
Customer Service
Salary usd 130,000 - 1..
Remote Location
Job Type full-time
Posted 2d ago
Apply for this position
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Interview Scheduled
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worldwide Be aware of the location restriction for this remote position: Worldwide
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Apply for this position
Did not apply
Applied
Sent Follow-Up
Interview Scheduled
Interview Completed
Offer Accepted
Offer Declined
Unlock 152,720 Remote Jobs
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