Customer Success Team Lead

MOZ Group

5d • $65,000 - $70,000

About The Position

We are looking for a Customer Success Team Lead to join the team. This position is a dynamic, hands-on role focused on protecting and growing iContact’s self-service recurring revenue. This player/coach position is responsible for reducing churn, increasing customer lifetime value, and driving product engagement — with a strong emphasis on sustained sending behavior as a core retention indicator.

This role spends approximately 50% of time coaching and developing a team of Customer Success Managers (CSMs) and 50% acting as an individual contributor overseeing high-impact accounts. The ideal candidate is data-driven, proactive, and motivated by delivering measurable improvements in retention and engagement at scale.

Requirements

• 2–4 years of experience in Customer Success, Account Management, or Retention in a SaaS or subscription-based environment.
• Demonstrated impact on churn reduction and recurring revenue retention.
• Strong understanding of usage-based health indicators and subscription metrics.
• Excellent communication skills across phone, video, and email.
• Data-driven, organized, and able to prioritize effectively in a fast-paced environment.

Nice To Haves

• Preferred experience in email marketing or digital marketing.

Responsibilities

• Set clear expectations and track CSM performance against retention and engagement goals.
• Conduct regular one-on-ones focused on revenue impact, risk mitigation, and outreach effectiveness.
• Support onboarding and ongoing development of CSMs.
• Ensure timely, high-quality outreach and equitable workload distribution.
• Foster a performance-driven culture centered on revenue retention.
• Directly manage escalations to prevent churn.
• Monitor usage signals such as decreased sending or inactivity and drive proactive intervention.
• Reinforce “sending = retention” through structured outreach and re-engagement efforts.
• Partner with Support, Deliverability, and Billing to resolve issues that impact retention.
• Amplify customer feedback to improve overall experience and reduce churn drivers.
• Optimime onboarding and early lifecycle engagement to reduce early churn.
• Drive adoption of key features that improve stickiness and long-term retention.
• Use data and segmentation to prioritize outreach and improve scalability.
• Collaborate with leadership to define and execute goals tied to retention and product utilization.

Benefits

• Moz Group offers competitive salaries in addition to robust, health and wellness-focused benefits.
• We are committed to work-life balance with paid time off when you need it.
• At Ziff Davis, we remain dedicated to creating an environment where everyone feels valued, respected, and empowered to succeed.
• We offer Employee Resource Groups, company-sponsored events, and regular opportunities for professional growth through educational support, mentorship programs, and career development resources.
• Our employees are recognized and celebrated through employee engagement programs and recognition awards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed