Director of Customer Success
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 Public Relations Management (PRM) platform enables PR teams to work together to find the right journalists for their stories, send customized pitches, build meaningful relationships with the media, monitor news, and quantify their impact.
Founder controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., G2, and BuiltIn. We value resilience, transparency, ownership, & customer devotion and infuse these values into everything we do.
We’re looking for a motivational, solution-oriented, and creative Director of Customer Success to join our team and make a big impact on the value our customers derive from working with our team and our product.
As our Director of Customer Success, you will oversee our Enterprise, Mid-Market, and SMB customer success teams. You will be accountable for driving retention, exceptional customer value and health, as well as adoption and customer satisfaction. You should be excited about guiding our CSM teams to deliver the best customer experience in the industry and know that the work you’re doing is leading to greater success for our customers. You’ll be a great fit for this role if you have exceptional people management skills and enjoy working cross functionally to make things better for our team and our customers.
You will report directly to the VP of Customer Success.
What you’ll do:
- Lead the Customer Success team in driving the highest level of value, adoption, health and retention for our existing customers
- Build and maintain strong relationships with internal and external stakeholders, to ensure that Muck Rack is delivering on our value of Customer Devotion and quickly escalating/addressing any issues
- Establish a consistent execution of customer engagement by assisting our team in communicating value, raising issues and navigating difficult conversations
- Enable the team to identify and effectively resolve accounts with low adoption through customer engagement, creative problem solving and effective internal collaboration with our Customer Onboarding team
- Provide effective coaching and feedback to team managers, helping them to successfully lead our three customer success segments (Enterprise, Mid-Market, and SMB)
- Recruit top talent, upholding and raising the bar for CSM excellence
- Drive ongoing improvements to team efficiency via improved processes, documentation, enablement and other innovations
- Assess, forecast and mitigate any risk of churn within the customer base
- Partner with other CS leadership & respective teams (Support, Ops, Onboarding, Education) to ensure strong alignment, effective processes and consistency in the customer and employee experience
- Partner with cross-functional stakeholders like Finance, Sales, Product, Marketing and Engineering in an effort to drive the delivery of exceptional customer service to all of our customers
- Act as an advisor to the VP of Customer Success and to the broader business, sharing insights and learnings as to how we can ensure we’re delivering the highest standard of excellence
- Deliver inspiring, motivational leadership that elevates the energy and enthusiasm of our CSM teams
How success will be measured in this role:
- Gross & Net Revenue Retention
- Annual contract value (ACV) over time
- Ability to retain, recruit, and grow employees
- Implementation and change management of new policies and processes
- Health of our customer base
If the details below describe you, you could be a great fit for this role:
- 8-10+ years overall experience in Customer Success, Account Management, Consulting or Project Management roles with 4+ years of experience within a B2B SaaS environment
- 4+ years of people management experience, with 2+ years of experience managing people managers, including experience leading CS teams who have executed high touch, tech touch, and renewal responsibility motions
- Exceptional verbal and written communication skills with the ability to drive difficult conversations, and effectively communicate complex technical or business concepts to senior customer leaders
- A strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
- Experience successfully working with senior (VP and C-level) executives, including at large (Fortune 500) companies
- Strong analytical skills and Microsoft Excel capabilities - able to get hands on with data to assist teams with difficult challenges when needed, and utilize the data to problem solve
- Creative and effective problem solver, able to break down issues, ask the right questions, and make judgment calls based on limited information
- Hands-on experience with SaaS Customer Success processes and tools (HubSpot, Intercom, etc)
- Amenable to a potential travel requirement of up to 25%
- Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
Interview Overview
- 30 min interview with a member of our Talent Team
- A 1 hour Zoom interview with the hiring manager
- A panel interview with several team members
- 30/60/90 Day Plan Presentation
- Meet & greet with your future direct reports
- 1:1 with our CEO
Salary
In the US, the base salary for this role is between $140,000 and $160,000+, depending on skills and experience. Total compensation for this role consists of base salary, plus 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.
Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.
Remote Work, Forever. We’re a fully distributed team and have pledged to remain that way forever. We offer employees a full home office setup, phone & internet reimbursement, and a monthly coworking membership. We build culture through virtual and in-person team bonding opportunities including team lunches, friendly competitions, and celebratory events!
Transparent Compensation. We offer competitive geo-neutral pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market. Depending on the role, we offer either a standardized bonus program or attainable commission structure and an opportunity to earn equity in the company. All employees are eligible for our 401(k) plan* with employer contributions.
Health & Wellness*. Muck Rack provides comprehensive health, dental, vision, and disability insurance for employees and their families. We offer two plans with 100% premium coverage for individuals and 85% premium coverage for dependents, as well as a range of other plans. Our team also has access to OneMedical, 24/7 Virtual Care, an Employee Assistance Program, as well as FSA and HSA options. Team members have access to a quarterly wellness stipend and a free Headspace subscription.
PTO and Family Benefits. Our team enjoys 4+ weeks of off-the-grid PTO, plus paid sick/mental health days, summer Fridays, and 13 paid holidays. In order to combat Zoom fatigue and allow for deep work without interruption, we have implemented “No Internal Meeting Fridays” year round. We also provide up to 16 weeks of fully paid parental leave.
Personal & Professional Development. We grow talent by creating internal pathways for advancement and promotion. Muck Rack conducts bi-annual performance reviews, hosts team-wide workshops, and offers management training and leadership training opportunities. We also provide unlimited subscriptions to L&D platforms including Coursera & O’Reilly, as well as 2 additional days of PTO to dedicate to learning and development.
Culture of Inclusion. We know that diverse perspectives breed innovation and help us better serve our customers. We are committed to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably.
Customer-First. Founder-controlled means we have the freedom to be nimble, highly collaborative and innovative, building forward-thinking products that enable 3,000+ companies around the world to build trust, tell their stories and demonstrate the unique value of earned media.
*These benefits are specific to US-based employees. In some, but not all, cases we are able to offer equivalent benefits to employees located outside of the United States.
If you're excited about an opportunity at Muck Rack but your experience doesn't align perfectly with the requirements of the role outlined here, please don't let it stop you from applying. We're committed to building a diverse and inclusive workplace, and we want to hear from you. You may be a great fit for this role or another position on our team. We deliberately encourage individuals from all backgrounds, including race, gender identity, sexual orientation, and disability status to apply for positions. We are an equal opportunity employer and we're committed to a fair and consistent interview process and candidate experience.
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