Manager, Customer Success (Agency)

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 strategic and results-oriented Manager, Customer Success (Agency) to join our team and lead our agency-focused customer success efforts.

As our Manager, Customer Success (Agency), 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. This is a great opportunity for someone who enjoys working closely with customers, leading teams, and bringing structure and consistency to how we manage renewals, risk, and growth.

What you’ll do:

• 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

How success will be measured in this role:

• 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

If the details below describe you, you could be a great fit for this role:

• 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

Interview Overview

Below you’ll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

• Intro call with a member of our Talent Team
• A video interview with the Hiring Manager
• Live working session
• Panel interviews with executive team members

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.

Salary

In the US, the on-target earnings for this role are between $130,000 – $160,000+, 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.

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.

Why Muck Rack?

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

Note: Benefits and compensation reflect offerings for U.S.-based employees. Support is provided for employees in other locations, in compliance with local laws and regulations.

While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.