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, driving adoption, retention, and satisfaction.

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

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

Interview Process

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

Travel & Team Engagement

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

Benefits & Compensation

• Salary range: $55,000 - $60,000 with $70,000+ in on target earnings
• 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
• Comprehensive health and wellness benefits
• Learning and development opportunities
• Annual reviews to ensure equity and market alignment
• Standardized bonus or commission structure
• 401(k) with employer contributions
• Equity opportunities

Company Culture

• Remote work, forever
• Full-time remote setup with home office stipend, phone and internet reimbursement, and coworking membership
• Virtual and in-person team bonding (lunches, events, competitions)
• Transparent and fair compensation
• Agile, founder-led company focused on collaboration and innovation
• Trusted by 3,000+ companies worldwide