Customer Success Team Lead
Description
The opportunity
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.
Key Responsibilities
Coaching & Leadership
- 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.
Customer Engagement & 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.
Process & Lifecycle Optimization
- 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.
Job Qualifications
- 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.
- Preferred experience in email marketing or digital marketing.
About iContact / Moz Group
Since 2003, iContact, a part of the Moz Group and a Ziff Davis compan, has offered easy-to-use email marketing solutions backed by award-winning support to help small businesses grow. iContact’s tools take the pain out of email marketing by helping you grow your audience, design beautiful emails, personalize your messages and automate your communications all for free.
About Ziff Davis
Ziff Davis (NASDAQ: ZD) is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, shopping, gaming and entertainment, connectivity, health, cybersecurity, and martech. Today, Ziff Davis is focused on seven key verticals – Technology, Connectivity, Shopping, Entertainment, Health & Wellness, Cybersecurity and Marketing Technology. Its brands include IGN, Mashable, RetailMeNot, PCMag, Humble Bundle, Spiceworks, Ookla (Speedtest), RootMetrics, Everyday Health, BabyCenter, Moz, iContact and Vipre Security.
Ziff Davis (NASDAQ: ZD) is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, shopping, gaming and entertainment, connectivity, health, cybersecurity, and martech. Today, Ziff Davis is focused on seven key verticals – Technology, Connectivity, Shopping, Entertainment, Health & Wellness, Cybersecurity and Marketing Technology. Its brands include IGN, Mashable, RetailMeNot, PCMag, Humble Bundle, Spiceworks, Ookla (Speedtest), RootMetrics, Everyday Health, BabyCenter, Moz, iContact and Vipre Security.
Our 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.
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.
If you're seeking a dynamic and collaborative work environment where you can see the direct impact of your performance and thrive both personally and professionally, then the Moz Group is the place for you.
Compensation Range
Ziff Davis provides a range for the base pay. Factors that may be used to determine your actual pay may include your specific job related knowledge, skills, experience, and geographic location. The salary compensation for this role is between 65,000-70,000 CAD + quarterly bonus. Individual pay within the compensation range for this business unit specific role is determined based on a variety of factors including experience, scope of the role, capabilities to perform the role, education and training, as well as business and company performance.
Ziff Davis is an Equal Opportunity Employer. At Ziff Davis, Diversity, Equity, and Inclusion (DEI) has always been about fairness, equal opportunity, and belonging. DEI enables us to attract and retain the best talent, regardless of background or circumstances, while enabling our thousands of employees worldwide to thrive. If you have a disability or learning difficulty that requires accommodation, please let us know by sending an email to [email protected].