Manager, Customer Success – Agency

Muck Rack

Manager leading agency-focused customer success efforts at Muck Rack. Driving retention, expansion, and satisfaction while developing a high-performing team.

Posted 4/24/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $130,000 - $160,000 per yearWebsite

About the role

Key responsibilities & impact

Lead, coach, and develop a team of Customer Success Managers supporting agency customers across different segments
Drive Gross and Net Revenue Retention through strong renewal execution and expansion strategy
Build and maintain relationships with key stakeholders across strategic agency accounts
Guide your team in delivering consultative value through product expertise, industry best practices, and strategic recommendations
Forecast monthly and quarterly GRR and NRR with accuracy
Own and inspect the renewals and expansion pipeline, ensuring visibility into risk, opportunity, and execution
Identify performance gaps across accounts and implement clear, measurable plans to improve outcomes
Partner cross-functionally with Onboarding, CX, Product, and RevOps to deliver a consistent and scalable customer experience
Translate customer feedback into insights that inform product and go-to-market strategy
Hire, develop, and retain top talent within the Customer Success organization

Requirements

What you’ll need

7-10 years of experience in B2B SaaS customer success, account management, or sales roles
Proven experience managing renewals, expansion, or retention pipelines
Experience leading or mentoring a team, with a focus on coaching and development
Strong analytical skills and ability to use data to inform decisions
Experience working with CRM tools and managing pipeline/forecasting
Strong communication skills and ability to build relationships with customers and internal teams
Experience working with agencies or managing agency relationships preferred
Background in SaaS, MarTech, or similar industries is a plus
Ability to operate in a fast-paced, distributed environment
Alignment with Muck Rack’s core values: Customer Devotion, Resilience, Transparency, Ownership
Proactively incorporate AI tools into day-to-day work to improve productivity and accelerate delivery

Benefits

Comp & perks

Health & Wellness
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
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
Commitment to equity and valuing diverse perspectives
Agile, founder-led company focused on collaboration and innovation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B SaaSaccount managementrenewals managementexpansion strategydata analysispipeline managementforecastingcustomer feedback analysisperformance improvement planningconsultative selling

Soft Skills

leadershipcoachingcommunicationrelationship buildinganalytical thinkingteam developmentstrategic thinkingcustomer devotionresiliencetransparency