Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as the main point of contact for Enterprise and Mid-Market clients throughout the UK, fostering retention, growth, and long-term customer success.

• Oversee the customer lifecycle from post-sale to renewal, ensuring that customers derive value and meet their communication goals at every phase.

• Lead the onboarding process for all new Mid-Market and Enterprise clients, including conducting discovery sessions, providing tailored training programs, planning for adoption, and performing ongoing onboarding check-ins.

• Enhance platform adoption and engagement by pinpointing opportunities to boost product usage, align stakeholders, and achieve customer outcomes.

• Create and implement customized reporting solutions, including CCR reports and Curation Engine-based reports, while ensuring adherence to UK-specific licensing regulations where applicable.

• Offer strategic counsel and best-practice recommendations through both virtual and in-person customer engagements, executive business reviews, and account walkthroughs.

• Consistently meet quarterly revenue, retention, and expansion objectives through proactive account management and renewal planning.

• Manage customer feedback and deliver actionable insights to internal teams to influence product development, enhance customer experience, and refine go-to-market strategies.

• Negotiate contracts and renewal agreements to facilitate long-term customer growth and partnership success.

• Serve as a specialist resource for UK-specific customer inquiries, including insights on the media landscape, expertise in journalism and publications, and regional communication trends.

• Provide guidance to customers on copyright, content licensing, and NLA/ECLIPS-related requirements, supporting compliant reporting workflows and content access solutions.

• Collaborate cross-functionally with Product, Support, Sales, Marketing, and Leadership teams to advocate for the needs and requirements of UK customers.

• Assist in planning and executing customer events, networking opportunities, journalist panels, thought leadership initiatives, and other community-building programs focused on the UK.

• Represent Muck Rack at customer meetings, industry events, and networking opportunities to strengthen relationships and enhance our market presence.

• Act as a key voice for the UK customer base within the organization, sharing regional insights, adoption trends, retention drivers, and market opportunities with senior stakeholders.

• Provide ongoing market expertise and support to internal teams, helping to bridge regional nuances and align customer expectations across the business.

⛳️ Requirements

• A minimum of 3 years in Customer Success, Account Management, or related customer-facing roles, with a proven history of achieving and surpassing retention and revenue targets.

• Experience in supporting clients within the Media Intelligence, media monitoring, PR technology, communications technology, or similar SaaS platforms.

• Proven expertise in managing the entire customer lifecycle, including onboarding, adoption, renewal, and expansion within complex customer settings.

• Strong background in leading strategic conversations with customers and building relationships with multiple stakeholders, including senior executives.

• Demonstrated ability to stimulate customer adoption and influence long-term outcomes through consultative engagement.

• Experience in negotiating contracts and managing renewal cycles.

• Strong analytical abilities, enabling the use of customer data, usage trends, and adoption metrics to guide decision-making.

• Exceptional communication and presentation skills, with the capacity to simplify complex topics and confidently engage diverse audiences.

• Ability to navigate uncertainty, manage competing priorities, and proactively identify solutions in a rapidly changing environment.

• Experience working across functions and influencing stakeholders without direct authority.

• Familiarity with the UK media landscape, PR industry, journalism ecosystem, or communications technology space is strongly preferred.

• Knowledge of UK copyright, content licensing, NLA/ECLIPS requirements, or related compliance considerations is highly desirable.

• Comfortable representing the organization at customer-facing events, networking opportunities, and industry engagements.

• Proactively utilize AI tools in daily tasks to enhance productivity, increase efficiency, and accelerate delivery.

🏝️ Benefits

• Fully distributed team with a permanent remote work setup.

• Stipend for home office setup, along with phone and internet reimbursement, and coworking membership.

• Opportunities for virtual and in-person team bonding through lunches, events, and competitions.

• Competitive geo-neutral compensation in the U.S.

• Annual reviews to ensure equity and alignment with market standards.

• Standardized bonus or commission structure.

• 401(k) plan with employer contributions.

• Opportunities for equity participation.

• Comprehensive medical, dental, vision, disability, and life insurance for employees and their dependents.

• 100% premium coverage for individuals enrolled in high-deductible plans.

• 24/7 Virtual Care and Employee Assistance Program.

• Employer-funded HSA contributions and other pre-tax benefits.

• Quarterly wellness stipend and complimentary Headspace subscription.

• More than 4 weeks of PTO, plus paid sick and mental health days.

• 13 paid holidays with the option to exchange for personal days.

• Up to 16 weeks of fully paid parental leave.

• Clear 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 each year for learning and development.

• Commitment to equity and appreciation of diverse perspectives.

• Agile, founder-led organization focused on collaboration and innovation.

• Trusted by over 3,000 companies globally.