Customer Success Manager, Enterprise Agency

About the role

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.

Responsibilities

• 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

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

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

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.

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 $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.

Why Muck Rack?

• Remote Work, Forever
• Transparent & Fair Compensation
• Health & Wellness
• Time Off & Family Benefits
• Learning and Development
• Inclusive, Customer-First Culture