[Remote] Pooled Customer Success Manager, SMB
Note: The job is a remote job and is open to candidates in USA. Muck Rack is the leading SaaS platform for public relations and communications professionals. As a Pooled Customer Success Manager, you will shape customer management within the SMB segment by driving adoption, retention, and satisfaction through a collaborative team approach.
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
Skills
- 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
- Knowledge of tools like Marketo, Outreach, or similar platforms
Benefits
- Home office stipend, phone and internet reimbursement, coworking membership
- Virtual and in-person team bonding (lunches, events, competitions)
- Annual reviews to ensure equity and market alignment
- Standardized bonus or commission structure
- 401(k) with employer contributions
- Equity opportunities
- Comprehensive medical, dental, vision, disability, and life insurance for employees and dependents
- 100% premium coverage for individuals on high-deductible plans
- 24/7 Virtual Care and Employee Assistance Program
- Employer-funded HSA contributions and other pre-tax benefits
- Quarterly wellness stipend and free Headspace subscription
- 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
- Transparent 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 annually for learning and development
Company Overview