Customer Success Manager, UK

Muck Rack is the leading SaaS platform for public relations and communications professionals. Our mission is to enable organizations to build trust, tell their stories, and demonstrate the unique value of earned media. Muck Rack’s AI-powered, comprehensive, and integrated platform streamlines the PR workflow to help businesses generate positive media coverage, monitor mentions to manage brand reputation, and analyze PR’s impact on business outcomes. By combining media database, monitoring, and reporting into one dynamic platform, we empower teams to collaborate seamlessly, pitch effectively, and analyze results faster and more efficiently.Founder-controlled, fully distributed, and growing sustainably, Muck Rack has received several awards for its unparalleled culture and product from organizations like Inc., Quartz, G2, and BuiltIn. We value resilience, transparency, ownership, and customer devotion, and infuse these values into everything we do. 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 you’ll do:Serve as the primary contact for Enterprise and Mid-Market customers across the UK, driving retention, growth, and long-term customer successOwn the customer lifecycle from post-sale through renewal, ensuring customers realize value and achieve their communications objectives at every stageLead onboarding for all new Mid-Market and Enterprise customers, including discovery sessions, tailored training programs, adoption planning, and ongoing onboarding check-insDrive platform adoption and engagement by identifying opportunities to increase product usage, stakeholder alignment, and customer outcomesDesign and deliver customized reporting solutions, including CCR reports and Curation Engine-based reports, while ensuring compliance with UK-specific licensing requirements where applicableProvide strategic guidance and best-practice recommendations through virtual and in-person customer meetings, executive business reviews, and account walkthroughsConsistently achieve quarterly revenue, retention, and expansion goals through proactive account management and renewal planningManage customer feedback and deliver actionable insights to internal stakeholders to influence product development, customer experience, and go-to-market strategiesNegotiate contracts and renewal agreements to support long-term customer growth and partnership successServe as a specialist resource for UK-specific customer questions, including media landscape insights, journalist and publication expertise, and regional communications trendsAdvise customers on copyright, content licensing, and NLA/ECLIPS-related requirements, supporting compliant reporting workflows and content access solutionsPartner cross-functionally with Product, Support, Sales, Marketing, and Leadership teams to advocate for UK customer needs and market requirementsSupport the planning and execution of customer events, networking opportunities, journalist panels, thought leadership initiatives, and other UK-focused community-building programsRepresent Muck Rack at customer meetings, industry events, and networking opportunities, helping strengthen relationships and expand our market presenceAct as a key voice for the UK customer base internally, sharing regional insights, adoption trends, retention drivers, and market opportunities with senior stakeholdersProvide ongoing market expertise and support to internal teams, helping bridge regional nuances and customer expectations across the businessHow success will be measured in this role:Customer Health (SuccessScores)Quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) performanceRenewal and expansion attainment against quarterly revenue targetsCustomer adoption and onboarding success metricsProduct engagement and platform utilization across managed accountsMeetings completed per quarter (virtual and in-person)Customer satisfaction and relationship strength across key accountsSuccessful execution of UK onboarding, reporting, and compliance initiativesContribution to UK market growth, customer advocacy, and cross-functional business initiativesIf the details below describe you, you could be a great fit for this role:3+ years of Customer Success, Account Management, or rela