We’re looking for a motivational, solution-oriented, and creative Director of Customer Success to join our team and make a big impact on the value our customers derive from working with our team and our product.

As our Director of Customer Success, you will oversee our Enterprise, Mid-Market, and SMB customer success teams. You will be accountable for driving retention, exceptional customer value and health, as well as adoption and customer satisfaction. You should be excited about guiding our CSM teams to deliver the best customer experience in the industry and know that the work you’re doing is leading to greater success for our customers. You’ll be a great fit for this role if you have exceptional people management skills and enjoy working cross functionally to make things better for our team and our customers. 

You will report directly to the VP of Customer Success.

What you’ll do:

• Lead the Customer Success team in driving the highest level of value, adoption, health and retention for our existing customers
• Build and maintain strong relationships with internal and external stakeholders, to ensure that Muck Rack is delivering on our value of Customer Devotion and quickly escalating/addressing any issues
• Establish a consistent execution of customer engagement by assisting our team in communicating value, raising issues and navigating difficult conversations
• Enable the team to identify and effectively resolve accounts with low adoption through customer engagement, creative problem solving and effective internal collaboration with our Customer Onboarding team
• Provide effective coaching and feedback to team managers, helping them to successfully lead our three customer success segments (Enterprise, Mid-Market, and SMB)
• Recruit top talent, upholding and raising the bar for CSM excellence
• Drive ongoing improvements to team efficiency via improved processes, documentation, enablement and other innovations
• Assess, forecast and mitigate any risk of churn within the customer base
• Partner with other CS leadership & respective teams (Support, Ops, Onboarding, Education) to ensure strong alignment, effective processes and consistency in the customer and employee experience
• Partner with cross-functional stakeholders like Finance, Sales, Product, Marketing and Engineering in an effort to drive the delivery of exceptional customer service to all of our customers
• Act as an advisor to the VP of Customer Success and to the broader business, sharing insights and learnings as to how we can ensure we’re delivering the highest standard of excellence
• Deliver inspiring, motivational leadership that elevates the energy and enthusiasm of our CSM teams

How success will be measured in this role:

• Gross & Net Revenue Retention
• Annual contract value (ACV) over time
• Ability to retain, recruit, and grow employees
• Implementation and change management of new policies and processes
• Health of our customer base 

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

• 8-10+ years overall experience in Customer Success, Account Management, Consulting or Project Management roles with 4+ years of experience within a B2B SaaS environment
• 4+ years of people management experience, with 2+ years of experience managing people managers, including experience leading CS teams who have executed high touch, tech touch, and renewal responsibility motions
• Exceptional verbal and written communication skills with the ability to drive difficult conversations, and effectively communicate complex technical or business concepts to senior customer leaders
• A strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Experience successfully working with senior (VP and C-level) executives, including at large (Fortune 500) companies
• Strong analytical skills and Microsoft Excel capabilities - able to get hands on with data to assist teams with difficult challenges when needed, and utilize the data to problem solve
• Creative and effective problem solver, able to break down issues, ask the right questions, and make judgment calls based on limited information
• Hands-on experience with SaaS Customer Success processes and tools (HubSpot, Intercom, etc)
• Amenable to a potential travel requirement of up to 25%
• ​​Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity

Interview Overview

• 30 min interview with a member of our Talent Team
• A 1 hour Zoom interview with the hiring manager
• A panel interview with several team members
• 30/60/90 Day Plan Presentation
• Meet & greet with your future direct reports
• 1:1 with our CEO

Salary

In the US, the base salary for this role is between $150,000 and $175,000+, depending on skills and experience. Total compensation for this role consists of base salary, plus commission. 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.