Manager, Client Services

MOZ Group • Ottawa, ON

13d • $100,000 - $120,000 • Remote

About The Position

The Manager of Client Services is a pivotal leadership position overseeing customer operations across our premier email deliverability brands: Email Industries and Kickbox. This role is designed for an experienced Customer Success Leader or Team Lead ready to step into a strategic management role within a high-impact, smaller-scale SaaS environment. You will bridge the gap between proactive account management, reactive technical support, and commercial growth. By leading the established CSM team at Email Industries, building and guiding the newly formed CSM team at Kickbox, and managing our agile support teams, you will ensure our clients receive world-class deliverability expertise and service. Your mission is to advocate for the customer, manage high-level escalations, optimize contract renewals, and coach the teams toward hitting aggressive retention and operational targets.

Requirements

• 4+ years of experience in Customer Success or Account Management within a B2B SaaS environment.
• Proven experience as a Customer Success Team Lead or early stage career in the Management of Customer Success or Client Services.
• Strong experience handling contract renewals, drafting client proposals, and managing pricing reviews/negotiations.
• Calm under pressure; proven ability to step into difficult customer situations (both relational and technical support issues) and steer them to a positive resolution.
• Highly comfortable using data (specifically R.E.G.O-style metrics) to forecast churn, evaluate team performance, and make strategic decisions.
• Superb stakeholder management skills; capable of working smoothly with technical deliverability experts, developers, billing managers, and senior executives.

Nice To Haves

• Experience in email marketing, email deliverability, ISP relations, or email verification is highly preferred.
• This is an ideal role for someone with the tactical skills ready to take on formal people management.

Responsibilities

• Lead, mentor, and align the Customer Success Team at Email Industries and the newly forming Customer Success team at Kickbox.
• Direct and support our small technical support team, fostering collaboration between reactive troubleshooting and proactive account management.
• Act as a hands-on coach rather than just a "manager," helping team members develop their consultative skills in email deliverability and account strategy.
• Serve as the senior escalation point for both high-level customer success relationship issues and critical technical support bottlenecks.
• Unblock technical and relational issues quickly by collaborating directly with deliverability consultants, engineers, and support reps.
• Take ownership of the commercial pipeline for renewals, draft custom contract proposals, and conduct strategic pricing reviews to protect and grow account values.
• Work closely with finance and product teams to review account tiers, ensuring pricing aligns with customer consumption and ROI.
• Represent the voice of the customer across Product, Engineering, Deliverability, and Billing departments.
• Translate recurring client feedback and support pain points into actionable feature requests for the Kickbox and Email Industries product teams.
• Own and track the R.E.G.O metric framework, pulling weekly performance reports on health scores, support metrics, and revenue risks.
• Provide weekly revenue, expansion, and churn risk forecasts directly to senior leadership.
• Partner closely with the teams, ensuring they have the technical infrastructure, training, and strategic backing to deliver support excellence.
• Serve as the AI Advocate for customer support- scouting, testing, and implementing cutting-edge AI technologies, automated workflows, and streamlined support protocols to drive down resolution times and backlog.
• Oversee the evolution of internal documentation, ticketing systems, and customer-facing knowledge bases to increase self-service capabilities.
• Regularly review third-party software, platforms, and vendor contracts utilized by the customer success department.
• Maintain a ledger of vendor renewal dates and negotiate optimal terms to maximize ROI on internal CS tooling.
• Actively identify areas for cost reduction, consolidation of redundant platforms across the 3 brands, or reallocation of budget to high-impact resources.
• Run the client services department using the R.E.G.O framework, adapted for our email verification and deliverability SaaS models.
• Proactively identify at-risk senders (e.g., those experiencing deliverability drops or volume changes) and initiate mitigation plans.
• Drive account expansion through upselling deliverability consulting services, higher-tier verification packages, and API integrations.
• Ensure consistent touchpoints, deliverability audits, and executive business reviews.
• Drive consistent use of Kickbox verification credits and Email Industries monitoring tools.
• Maintain a CSAT of 90% across both CS and support interactions.
• Keep the active ticket backlog < 100 open tickets across both brands through workflow optimization and coaching.
• Ensure smooth escalation of growth opportunities.

Benefits

• Competitive salaries
• Robust, health and wellness-focused benefits
• Paid time off when you need it
• Employee Resource Groups
• Company-sponsored events
• Regular opportunities for professional growth through educational support, mentorship programs, and career development resources.
• 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