Customer Success Strategist

New York, NY or Remote

Muck Rack is the leading software platform for public relations and communications executives. We are looking for an ambitious customer success strategist to join our fast-growing tech company in NYC. Our mission is to make journalists, PR pros and marketers more successful by providing them with the technology they need to find journalists to pitch, and monitor their brand on a day-to-day basis via our Muck Rack advanced service.

Responsibilities include:

• Lead customer onboarding initiatives, strategies, and ongoing training sessions across medium-sized and small business agencies and brands
• Introduce new features and best practices to customers
• Understand clients’ strategic goals and develop plans to partner on these goals
• Ensure customers are leveraging Muck Rack to deliver business value
• Cultivate broader usage of Muck Rack within each account
• Identify opportunities and implement scalable solutions to grow existing relationships in partnership with Account Management
• Secure case studies, testimonials, and reference calls with customers
• Hit metric-based goals by increasing adoption, retention, growing customer contract values, and decreasing churn
• Liaise between clients and the product development team by tracking feedback from customers and presenting customers with new opportunities
• Develop a strong knowledge of our data, methodology, and capabilities and be able to explain these to internal and external stakeholders
• Respond to customer’s technical questions and strategy inquiries using in-app messaging software, CRM tool, email, and/or phone

Preferred skills and interests:

• Customer support experience
• 1+ years experience working in PR, sales, customer success, support or account management at an enterprise software-as-a-service (SaaS) platform
• Ability to take detailed notes and share updates promptly
• Ability to wear multiple hats, jump into projects where needed and hit the ground running while exhibiting good judgement and knowing when to ask questions
• Strong organizational, analytical, written and verbal communication skills
• Ability to translate business needs into data and product requirements
• Expert at juggling competing demands and managing limited time
• Proven track record of writing accurate, clear, and concise documentation and driving a documentation strategy
• Ability to translate complex topics into language that’s accessible to end users and communicate those topics effectively
• Bachelor’s degree in English, Journalism, Communications, Technical Writing, Computer Science, or a related field

Bonus skills (not required):

• Experience with GitHub
• Knowledge of the public relations industry and journalism
• Process management application experience (Zapier, Google, Trello)
• In-app messaging software experience (Intercom)
• Comfortable leading meetings and presenting to groups including C-Suite executives