Customer Success Manager, UK

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 youll 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

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-minute interview with a member of our Talent Team
• 1-hour Zoom interview with the Hiring Manager
• Peer interviews with several team members
• 30-minute Bar Raiser

Travel & Team Engagement Expectations

This role requires up to 10% travel for team collaboration, customer engagements, and company events. As part of our commitment to building strong connections across our fully distributed team, attendance at our annual company offsite (typically held in Mexico) is expected.

Salary

In the UK, the salary range for this role is between 56,500 - 63,500 with on-target earnings of 80,500 OTE+.

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. Please note that we are unable to offer visa sponsorship or relocation assistance for this position; candidates must be based in and authorized to work in the UK.

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.