Manager, Client Services

Key Responsibilities Team Leadership & Coaching

• Dual-Brand Management:
  Lead, mentor, and align the Customer Success Team at Email Industries and the newly forming Customer Success team at Kickbox.
• Support Oversight:
  Direct and support our small technical support team, fostering collaboration between reactive troubleshooting and proactive account management.
• Professional Development:
  Act as a hands‑on coach rather than just a "manager," helping team members develop their consultative skills in email deliverability and account strategy.

• Primary Point of Escalation:
  Serve as the senior escalation point for both high‑level customer success relationship issues and critical technical support bottlenecks.
• Problem Resolution:
  Unblock technical and relational issues quickly by collaborating directly with deliverability consultants, engineers, and support reps.

• Contract Proposals & Renewals:
  Take ownership of the commercial pipeline for renewals, draft custom contract proposals, and conduct strategic pricing reviews to protect and grow account values.
• Value‑Based Pricing:
  Work closely with finance and product teams to review account tiers, ensuring pricing aligns with customer consumption and ROI.

• Customer Advocacy:
  Represent the voice of the customer across Product, Engineering, Deliverability, and Billing departments.
• Product Roadmap Alignment:
  Translate recurring client feedback and support pain points into actionable feature requests for the Kickbox and Email Industries product teams.

• Data‑Driven Performance:
  Own and track the R.E.G.O metric framework, pulling weekly performance reports on health scores, support metrics, and revenue risks.
• Revenue Forecasting:
  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.

• 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.

• Gross Revenue Retention (GRR):
  Target < 3% Gross MRR Churn.

• Proactively identify at‑risk senders (e.g., those experiencing deliverability drops or volume changes) and initiate mitigation plans.

• Net Revenue Retention (NRR):
  Target 101% NRR across both brands.

• Drive account expansion through upselling deliverability consulting services, higher‑tier verification packages, and API integrations.

• Contact Activity: 90% engagement rate (ensuring consistent touchpoints, deliverability audits, and executive business reviews).
• Product Adoption: 70% active platform usage (driving consistent use of Kickbox verification credits and Email Industries monitoring tools).

• Support Resolution Time:
  First‑response time < 4 hours, full resolution time < 40 hours.
• Ticket Queue Management:
  Keep the active ticket backlog < 100 open tickets across both brands through workflow optimization and coaching.
• Must work in tight alignment with these teams, ensuring smooth escalation of growth opportunities.

• SaaS
  
  Experience:
  
  4+ years of experience in Customer Success or Account Management within a B2B SaaS…