Pooled Customer Success Manager, SMB

Overview

Muck Rack is seeking a Pooled Customer Success Manager to join our dynamic team. This role focuses on managing and supporting customers within our SMB segment, fostering a collaborative environment where you can contribute to shared team goals.

Key Responsibilities

• Lead critical activities such as onboarding, escalations, training resource delivery, risk mitigation, and renewals for a shared customer book of business.
• Handle customer cases assigned via a round-robin system, ensuring timely responses and resolution while maintaining high-quality outcomes.
• Proactively share relevant resources and insights to help customers maximize value and engagement and help mitigate risk.
• Leverage tools like Salesforce to manage and prioritize tasks, ensuring no cases are overlooked and all workflows are documented effectively.
• Partner with cross-functional teams, including Customer Support, Accounts Receivable, and Marketing, to align on customer goals and provide holistic support.
• Share feedback and contribute to refining processes to enhance team efficiency and scalability.
• Maintain accurate renewal and opportunity data in team dashboards to support retention and upsell opportunities as well as maintaining a clean and updated Dashboard of daily tasks and cases.

Qualifications

• 1+ years in a customer-facing role such as customer success, support, service or sales, preferably in a B2B SaaS environment.
• Proven ability to manage high volumes of tasks or customers while staying organized and efficient.
• Experience using CRMs like Salesforce and automation tools to streamline work.
• Exceptional prioritization and time management skills.
• Strong, empathetic communication, with an understanding of SMB customers’ unique challenges.
• Positive, collaborative mindset, with the ability to navigate ambiguity and adapt to change.
• Commitment to quality, even when performing repetitive tasks.
• Familiarity with sales processes or identifying upsell opportunities.
• Proactive incorporation of AI tools into day-to-day work to improve productivity and accelerate delivery.

How Success Will Be Measured

• Manage high volume of customer cases achieving KPIs like time to close and risk mitigation.
• Contribute to team retention goals including GRR and NRR.
• Provide ideas and feedback to streamline processes and improve workflows.
• Demonstrate adaptability and responsiveness in a dynamic environment.

Interview Overview

• 30 min interview with a member of our Talent Team.
• 1 hour zoom interview with the hiring manager.
• Skills assessment (2 hours max).
• Peer interviews with several team members.
• Final call(s) with executive team member(s).

Travel & Team Engagement Expectations

• This role requires up to 10% travel for team collaboration, customer engagements, and company events.
• Attendance at our annual company offsite (typically held in Mexico) is expected.

Salary

In the US, the base salary for this role is between $55,000 - $60,000 with $70,000+ in on target earnings. 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.

Note to Applicants/Job Seekers

• We have recently been made aware of scams impersonating Muck Rack’s HR team. Please be cautious of these attempts to elicit banking or other financial or sensitive information. Muck Rack will never request financial information during the interview process, and follow ups for interviews or next steps will always come from an ‘@muckrack.com’ email address.
• If you are contacted by anyone from a different domain who claims to be from Muck Rack, please forward the communication to legal@muckrack.com.