Pooled Customer Success Manager, SMB

Muck Rack is the leading SaaS platform for public relations and communications professionals and is fully distributed. As a Pooled Customer Success Manager, you will be at the forefront of shaping how we manage and support customers within our SMB segment.

What you'll do:

• 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

How success will be measured in this role:

• Manage high volume of customer cases achieving KPIs like time to close and risk mitigation
• Contribute to team retention goals including GRR and NRR
• Provide ideas and feedback to streamline processes and improve workflows
• Demonstrate adaptability and responsiveness in a dynamic environment

If the details below describe you, you could be a great fit for this role:

• 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
• Proactively incorporate AI tools into day to day work to improve productivity