Drive excellence in customer service as a Customer Success Leader at MOZ Group overseeing Email Industries and Kickbox. This role requires a strategic mindset and hands-on leadership in a SaaS setting.
In this pivotal position, you will manage and unify customer success teams while tackling high-level escalations effectively. Your expertise will enable both proactive account management and streamlined technical support, ensuring clients receive top-notch service. Coaching team members and optimizing contract management will be key components of this role.
Key Responsibilities:
• Mentor the newly formed CSM team at Kickbox
• Oversee technical support for customer success initiatives
• Act as a primary point for escalations across services
• Handle contract renewals and monitor account growth
• Liaise with multiple departments to represent customer needs
Requirements:
• 4+ years of relevant SaaS experience
• Background in email marketing and deliverability s...