Customer Success Manager

Description:

We're looking for an experienced, strategic, and customer-focused Customer Success Manager to join our team.

As a Customer Success Manager, your primary focus will be on driving customer growth, retention, adoption, and renewals across Muck Rack's UK market. In addition to managing a portfolio of customers, you'll serve as a trusted advisor to customers and an internal champion for the UK market, providing regional expertise, leading onboarding initiatives, supporting strategic growth opportunities, and representing the voice of UK customers across the business.

You'll thrive in this role if you're energized by building strong customer relationships, driving measurable business outcomes, and taking ownership of initiatives that extend beyond traditional Customer Success responsibilities.

What you’ll do:
Serve as the primary contact for Enterprise and Mid-Market customers across the UK, driving retention, growth, and long-term customer success
Own the customer lifecycle from post-sale through renewal, ensuring customers realize value and achieve their communications objectives at every stage
Lead onboarding for all new Mid-Market and Enterprise customers, including discovery sessions, tailored training programs, adoption planning, and ongoing onboarding check-ins
Drive platform adoption and engagement by identifying opportunities to increase product usage, stakeholder alignment, and customer outcomes
Design and deliver customized reporting solutions, including CCR reports and Curation Engine-based reports, while ensuring compliance with UK-specific licensing requirements where applicable
Provide strategic guidance and best-practice recommendations through virtual and in-person customer meetings, executive business reviews, and account walkthroughs
Consistently achieve quarterly revenue, retention, and expansion goals through proactive account management and renewal planning
Manage customer feedback and deliver actionable insights to internal stakeholders to influence product development, customer experience, and go-to-market strategies
Negotiate contracts and renewal agreements to support long-term customer growth and partnership success
Serve as a specialist resource for UK-specific customer questions, including media landscape insights, journalist and publication expertise, and regional communications trends
Advise customers on copyright, content licensing, and NLA/ECLIPS-related requirements, supporting compliant reporting workflows and content access solutions
Partner cross-functionally with Product, Support, Sales, Marketing, and Leadership teams to advocate for UK customer needs and market requirements
Support the planning and execution of customer events, networking opportunities, journalist panels, thought leadership initiatives, and other UK-focused community-building programs
Represent Muck Rack at customer meetings, industry events, and networking opportunities, helping strengthen relationships and expand our market presence
Act as a key voice for the UK customer base internally, sharing regional insights, adoption trends, retention drivers, and market opportunities with senior stakeholders
Provide ongoing market expertise and support to internal teams, helping bridge regional nuances and customer expectations across the business
How success will be measured in this role:
Customer Health (SuccessScores)
Quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) performance
Renewal and expansion attainment against quarterly revenue targets
Customer adoption and onboarding success metrics
Product engagement and platform utilization across managed accounts
Meetings completed per quarter (virtual and in-person)
Customer satisfaction and relationship strength across key accounts
Successful execution of UK onboarding, reporting, and compliance initiatives
Contribution to UK market growth, customer advocacy, and cross-functional business initiatives
If the details below describe you, you could be a great fit for this role:
3+ years of Customer Success, Account Management, or related customer-facing experience, with a proven track record of meeting and exceeding retention and revenue goals
Experience supporting customers within Media Intelligence, media monitoring, PR technology, communications technology, or adjacent SaaS platforms
Expertise managing the full customer lifecycle, including onboarding, adoption, renewal, and expansion within complex customer environments
Strong experience leading strategic customer conversations and building relationships with multiple stakeholders, including senior executives
Demonstrated ability to drive customer adoption and influence long-term customer outcomes through consultative engagement
Experience negotiating contracts and managing renewal cycles
Strong analytical skills with the ability to leverage customer data, usage trends, and adoption metrics to inform decision-making
Exceptional communication and presentation skills, with the ability to simplify complex topics and confidently engage diverse audiences
Ability to navigate ambiguity, manage competing priorities, and proactively identify solutions in a fast-paced environment
Experience working cross-functionally and influencing stakeholders without direct authority
Familiarity with the UK media landscape, PR industry, journalism ecosystem, or communications technology space strongly preferred
Knowledge of UK copyright, content licensing, NLA/ECLIPS requirements, or related compliance considerations is highly desirable
Comfortable representing the business at customer-facing events, networking opportunities, and industry engagements
Proactively incorporate AI tools into day-to-day work to improve productivity, increase efficiency, and accelerate delivery