[Hiring] Manager, Customer Success @Muck Rack

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