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Customer Success Operations Specialist

Title: Customer Success Operations Specialist

Location: Remote

Job Description:

Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to enable organizations to build trust, tell their stories and demonstrate the unique value of earned media. Muck Rack’s Public Relations Management (PRM) platform enables organizations to build relationships with the media, manage crisis risk and demonstrate PR’s impact on business outcomes.

Founder controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, & customer devotion and infuse these values into everything we do.

We’re looking for an intellectually curious and process-oriented Revenue Specialist, Customer Success Operations to join our team and make a big impact.

As a Revenue Specialist you will play a pivotal role in supporting our Customer Success teams to ensure exceptional service delivery. You will be responsible for coordinating and optimizing operational processes, tools, and resources to enhance customer experience and drive effective service delivery. You should be excited about data analysis and process optimization. You’ll be a great fit for this role if you’re a pragmatic problem-solver and strong cross-functional collaborator.

The CS Ops team is ultimately responsible for tracking KPIs related to Customer Success that provide insights leading to proactive strategies. For example, following customer health scores and historical trends, and if this metric shows that a specific customer segment is struggling with a product or feature, a member of the CS team can proactively reach out to help their customers, and ultimately prevent them from churning.

What you’ll do:

    • Monitor and report on key performance indicators (KPIs) related to Customer Success and operational efficiency
    • Collaborate with cross-functional teams (e.g., Sales, Marketing, Product) to ensure alignment and cohesive customer experience
    • Manage administrative tasks related to customer accounts, such as CRM/CSP cleanup, risk mitigation, and vendor management
    • Ensure accuracy of data across customer accounts at all times, reaching out to owners as needed to adjust
    • Identify opportunities for process improvements and co-lead initiatives to increase efficiency and effectiveness
    • Utilize knowledge of Customer Success methodologies and tech stack tools to create automated solutions and streamline operational tasks for all of CS including Onboarding and Support as needed
    • Oversee Customer Success dashboards and reports, ensuring the team has access to up-to-date insights on customer engagement and health metrics
    • Regularly update and maintain standard operating procedures (SOPs) and documentation
    • Ensure CS goals are being kept up-to-date in Salesforce, and regularly monitor for any issues
    • Partner with GTM enablement to ensure new CSMs are properly onboarded for success in their role

How success will be measured in this role:

    • Retention
    • Feedback from internal team members

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

    • 2-4 years of professional experience in a B2B SaaS environment, with at least 2 years in an operations or project management role, preferably with experience in CS Ops and/or a CS Management position
    • Strong understanding of customer success principles and practices
    • Ability to work with data analysis tools
    • Excellent communication and interpersonal skills
    • Proficiency in Salesforce and other customer success tools
    • Strong organizational skills with an emphasis on detail and process optimization
    • A proactive approach to problem-solving and project management
    • Team player with the ability to work independently
    • Skilled in effectively handling and prioritizing multiple projects

Interview Overview

Below you’ll find an outline of the interview plan for this role. Please note that this is what we expect the process to look like; we may ask you for supplemental information or require an additional step before making a final decision.

    • 30 min interview with a member of our Talent Team
    • A 1 hour zoom interview with the hiring manager
    • Skills assessment (2 hours max)
    • Peer interviews with several team members
    • Final call(s) with executive team member(s)

Salary

In the US, the base salary for this role is between $61,000 and $74,000+, depending on skills and experience. Total compensation for this role consists of base salary and a quarterly bonus plan. We take a geo-neutral approach to compensation within the US, meaning that we pay based on job function and level, not location. For all other countries, we have competitive pay bands based on market standards.

Individual compensation decisions are based on a number of factors, including experience level, skillset, and balancing internal equity relative to peers at the company. We expect the majority of the candidates who are offered roles at our company to fall healthily throughout the range based on these factors. We recognize that the person we hire may be less experienced (or more senior) than this job description as posted. If that ends up being the case, the updated salary range will be communicated with you as a candidate.

Why Muck Rack?

Remote Work, Forever. We’re a fully distributed team and have pledged to remain that way forever. We offer employees a full home office setup, phone & internet reimbursement, and a monthly coworking membership. We build culture through virtual and in-person team bonding opportunities including team lunches, friendly competitions, and celebratory events!

Transparent Compensation. We offer competitive geo-neutral pay in the U.S. and review compensation at least once annually to ensure internal equity and alignment with the external market. Depending on the role, we offer either a standardized bonus program or attainable commission structure and an opportunity to earn equity in the company. All employees are eligible for our 401(k) plan* with employer contributions.

Health & Wellness*. Muck Rack provides comprehensive health, dental, vision, disability and life insurance for employees and their families. We offer a high-deductible health plan with 100% premium coverage for individuals, as well as a range of other plan options. Our team also has access to 24/7 Virtual Care, an Employee Assistance Program, employer-funded HSA contributions, and other pre-tax benefits. Team members have access to a quarterly wellness stipend and a free Headspace subscription.

PTO and Family Benefits. Our team enjoys 4+ weeks of off-the-grid PTO, paid sick/mental health days and 13 paid holidays, which can be exchanged for additional PTO with our “Holiday Swap Program.” We also provide up to 16 weeks of fully paid parental leave.

Personal & Professional Development. We grow talent by creating internal pathways for advancement and promotion. Muck Rack conducts bi-annual performance reviews, hosts team-wide workshops, and offers management training and leadership training opportunities. We also provide unlimited subscriptions to L&D platforms including Coursera & O’Reilly, as well as 2 additional days of PTO to dedicate to learning and development.

Culture of Inclusion. We know that diverse perspectives breed innovation and help us better serve our customers. We are committed to ensuring employees feel their identities are valued and that people of all backgrounds and points of view are treated equitably.

Customer-First. Founder-controlled means we have the freedom to be nimble, highly collaborative and innovative, building forward-thinking products that enable 3,000+ companies around the world to build trust, tell their stories and demonstrate the unique value of earned media.

*These benefits are specific to US-based employees. In some, but not all, cases we are able to offer equivalent benefits to employees located outside of the United States.

While we are a fully distributed team, we do have limitations on where we can hire and maintain a list of acceptable working locations based on job function. If we are unable to hire in your current location for the role for which you applied, you will be notified via email. While we enjoy many benefits as a permanently distributed and remote company, we cannot always support relocation or extended travel and have guidelines in place to ensure compliant work away from your designated permanent residence.

If you’re excited about an opportunity at Muck Rack but your experience doesn’t align perfectly with the requirements of the role outlined here, please don’t let it stop you from applying. We’re committed to building a diverse and inclusive workplace, and we want to hear from you. You may be a great fit for this role or another position on our team. We deliberately encourage individuals from all backgrounds, including race, gender identity, sexual orientation, and disability status to apply for positions. We are an equal opportunity employer and we’re committed to a fair and consistent interview process and candidate experience.

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