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, helping team members develop consultative skills in email deliverability and account strategy.

Escalation & Customer Operations

• Primary Point of Escalation: Senior escalation point for 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.

Commercial & Contract Management

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