[Remote] Pooled Customer Success Manager, SMB

Note: The job is a remote job and is open to candidates in USA. Muck Rack is the leading SaaS platform for public relations and communications professionals. As a Pooled Customer Success Manager, you will shape customer management within the SMB segment by driving adoption, retention, and satisfaction through a collaborative team approach. Responsibilities 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 Skills 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 Benefits Home office stipend, phone and internet reimbursement, coworking membership Virtual and in-person team bonding (lunches, events, competitions) Annual reviews to ensure equity and market alignment Standardized bonus or commission structure 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 24/7 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 Company Overview Muck Rack is a public relations management platform that enables organizations to connect with journalists to generate media coverage. It was founded in 2009, and is headquartered in Miami, Florida, USA, with a workforce of 201-500 employees. Its website is