Senior Manager Customer Support
The Opportunity
We are seeking an experienced, strategically minded, and hands-on Senior Manager of Customer Support to lead the customer support operations across three of our premier email marketing and delivery brands: iContact, Campaigner, and SMTP.
In this role, you will be responsible for defining, driving, and scaling support excellence across all three brands. You will directly manage our Customer Support Team Leads, ensuring their teams (composed of Tier 1, Tier 2, and Tier 3 support representatives) operate at peak efficiency and perform to our standard REGO (Retain, Engage, Grow, Optimize) operational framework.
You will also oversee vendor partnerships, reviewing contracts to spot areas for expense reduction or budget reallocation.
Additionally, you will serve as the primary AI Advocate for Customer Support, coaching and arming our Technical Support Lead with the advanced tools, automations, processes, and artificial intelligence protocols required to deliver technical support excellence.
Key Responsibilities
1. Leadership, Coaching & Team Management
Directly manage, mentor, and coach Support Team Leads across all three brands to build a high-performing, customer-centric support culture.
Ensure Team Leads are equipped to conduct consistent, structured performance reviews and active coaching sessions with their respective Tier 1, Tier 2, and Tier 3 representatives.
Build clear career development paths and skill-progression matrices from Tier 1 through to Tier 3.
2. Operational Execution via the REGO Framework
You will ensure all support tiers and team leads align their daily workflows, coaching, and performance monitoring with our established REGO Framework to hit the following strict operational standards:
RETAIN (Our Core Focus)
Unit Churn Target: Maintain at 2% or lower.
MRR Churn Target: Maintain at 3% or lower.
Key Lever Ownership: Actively manage and monitor Renewals and Outstanding Balances as the primary protective levers in churn prevention. Ensure teams are trained to proactively resolve renewal obstacles and address billing/balance issues before they lead to passive churn.
ENGAGE
Sending Engagement: Maintain a minimum of 70% (ensuring customers are actively utilizing their email sending capabilities).
Resolution Time: Maintain an average resolution time of < 40 hours across all standard issues.
Customer Satisfaction (CSAT): Maintain a minimum CSAT score of 90%.
GROW (Strategic Alignment)
Net Revenue Retention (NRR) Target: 101%
Note: While direct execution of upsells and expansions is owned by our Account Managers (AMs) and Customer Success Managers (CSMs), the Support organization must work in tight alignment with these teams, ensuring smooth escalation of growth opportunities.
OPTIMIZE (Support-Only Focus)
Ticket Backlog: Maintain a total open queue/backlog of < 200 tickets at any given time across all brands.
First Contact Resolution (FCR): Resolve at least 70% of customer interactions on the first contact.
3. Technical Support Excellence & AI Advocacy
Partner closely with the Technical Support Lead, ensuring they have the technical infrastructure, training, and strategic backing to deliver tier-3 support excellence.
Serve as the AI Advocate for customer support across iContact, Campaigner, and SMTP- 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.
4. Vendor, Expense & Contract Management
Contract Review: Regularly review third-party software, platforms, and vendor contracts utilized by the customer success department.
Renewal Ownership: Maintain a ledger of vendor renewal dates and negotiate optimal terms to maximize ROI on internal CS tooling.
Expense Management: Actively identify areas for cost reduction, consolidation of redundant platforms across the 3 brands, or reallocation of budget to high-impact resources.
5. Executive Reporting & Data Visibility
Executive Reporting: Provide comprehensive weekly and on-demand reporting to executive leadership detailing net revenue retention (NRR), gross churn, and key REGO operational metrics across all three brands.
On-Demand Metrics: Establish, own, and maintain automated dashboards and real-time tracking systems to ensure critical operational metrics and customer health indicators are readily accessible on-demand.
Job Qualifications
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Experience: 5+ years of progressive leadership experience in Customer Support / Customer Operations within a SaaS environment (experience with Email Service Providers (ESPs), deliverability, or marketing automation platforms is highly preferred).
Multi-Brand Management: Proven track record of managing support operations across multiple products, brands, or distinct customer bases.
Technical Aptitude: Strong familiarity with technical support structures (Tier 1–3), API support, email deliverability protocols, and advanced ticketing workflows (e.g., Zendesk, Salesforce Service Cloud, Jira).
AI & Automation Savvy: Demonstrated experience implementing AI chatbots, automated routing rules, and macro-efficiencies to optimize support workloads.
Analytical Mindset: Comfortable working with data, monitoring SLAs, predicting backlog trends, and tying customer support metrics directly to financial outcomes (MRR/Unit Churn, Retention).
Coaching & People Development: Exceptional leadership capabilities with a passion for mentoring team leads and developing front-line agents.
About Moz Group/ Martech
Moz Group, a subsidiary of Ziff Davis company, is a leading provider of marketing technology solutions to small and medium-sized enterprises. We empower businesses to engage their customers digitally and grow their revenue by leveraging the power of online search, email, voice, and text communications.
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.
Our Benefits
Ziff Davis 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 $120,000 OTE. 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]
