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 r...