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Pooled Customer Success Manager, SMB

10 hours, 14 minutes ago
United States
Full-time
Junior
Customer Success Manager
Customer and Technical Support
Agile Salesforce
Apply Now
Muck Rack

Muck Rack

Muck Rack is a leading platform for journalists and PR professionals, offering tools to connect, find journalists, monitor news, and analyze PR impact. Trusted by global companies, it simplifies media management and reporting.

Internet Software & Services
51-250
Founded 2009
$180M raised
View All Jobs 3

Description

  • Lead onboarding, escalations, training resource delivery, risk mitigation, and renewals for a shared customer book of business.
  • Handle customer cases assigned through a round-robin process and ensure timely, high-quality resolution.
  • Proactively provide resources and guidance to help customers increase value, engagement, and retention.
  • Use Salesforce and related tools to prioritize tasks, document workflows, and keep cases from being overlooked.
  • Partner with Customer Support, Accounts Receivable, Marketing, and other cross-functional teams to align on customer goals.
  • Maintain accurate renewal, opportunity, dashboard, and daily task data to support retention and upsell opportunities.
  • Share feedback and ideas to improve team processes, efficiency, and scalability.
  • Track and contribute to team performance goals such as case closure time, risk mitigation, GRR, and NRR.

Requirements

  • 1+ years of experience 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 such as Salesforce and automation tools to streamline work.
  • Exceptional prioritization and time management skills.
  • Strong, empathetic communication skills and an understanding of SMB customer 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.
  • Knowledge of tools such as Marketo, Outreach, or similar platforms.
  • Willingness to proactively incorporate AI tools into day-to-day work to improve productivity and delivery.
  • Ability to travel up to 10% for team collaboration, customer engagements, and company events.
  • Attendance at the annual company offsite, typically held in Mexico, is expected.

Benefits

  • Base salary of $55,000-$60,000 in the U.S. with $70,000+ on-target earnings.
  • Geo-neutral compensation approach within the U.S., with competitive pay bands for other countries.
  • Fully remote, permanently distributed work environment.
  • Home office stipend, phone and internet reimbursement, and coworking membership.
  • 401(k) with employer contributions and equity opportunities.
  • Comprehensive medical, dental, vision, disability, and life insurance for employees and dependents.
  • 100% premium coverage for individuals on high-deductible plans, plus employer-funded HSA contributions and other pre-tax benefits.
  • 24/7 virtual care, Employee Assistance Program, quarterly wellness stipend, and free Headspace subscription.
  • 4+ weeks of PTO, paid sick days, and mental health days.
  • 13 paid holidays with the option to swap for personal days.
  • Up to 16 weeks of fully paid parental leave.
  • Unlimited access to Coursera and O’Reilly, plus 2 additional PTO days annually for learning and development.

Interested in this position?

Apply directly on the company website

Apply Now

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