Customer Success Specialist

The Customer Success Specialist at Moz Group is responsible for ensuring satisfaction, reducing churn, and increasing growth for self-serve customers. This role involves high-volume ticket resolution, Livechat, and video-based customer engagement. Key duties include technical troubleshooting, incident handling, retention efforts through value demonstration, subscription management, and platform education. The specialist will guide customers on utilizing Moz Pro and Moz Local, focusing strictly on product assistance rather than marketing strategy, and empowering them with technical understanding.

Must Have

• Manage incoming support tickets (email and chat)
• Address requests related to product functionality, billing, and technical troubleshooting
• Provide detailed, step-by-step written instructions for platform actions
• Represent customer impact during technical escalations, outages, and bugs
• Engage at-risk customers via video calls to determine cancellation reasons
• Demonstrate overlooked features to save accounts
• Handle subscription changes, account modifications, and billing inquiries
• Schedule and lead video sessions for new customer orientation
• Explain specific functions of account sections and data inputs
• Participate in calls to clarify technical capabilities and limitations
• Monitor platform activity for low usage and intervene via video
• 2+ years in SaaS Technical Support, Customer Success, or Onboarding
• Highly developed time management skills
• Comfortable explaining how software works
• Professional demeanor and high comfort level on camera
• Ability to navigate tense conversations regarding churn
• Develop deep mastery of Moz Pro and Moz Local
• Adhere to a policy of education over execution

Good to Have

• Expert proficiency with ticketing platforms (Zendesk, JIRA)
• Expert proficiency with issue tracking tools (Zendesk, JIRA)

Perks & Benefits

• Competitive salaries
• Robust health and wellness-focused benefits
• Paid time off
• Employee Resource Groups
• Company-sponsored events
• Regular opportunities for professional growth
• Educational support
• Mentorship programs
• Career development resources
• Employee engagement programs
• Recognition awards

Description

Position at MOZ Group

The Opportunity:

The Customer Success Specialist is responsible for key contributions to Moz’s self-serve customers to ensure customer satisfaction, reduced churn, and increased growth. This role requires a versatile professional who can pivot seamlessly between high-volume ticket resolution, Livechat and video-based customer engagement. You will be responsible for ensuring customers technically understand how to utilize Moz Pro and Moz Local, while strictly adhering to a scope of product assistance rather than marketing strategy.

Key Responsibilities:

• Support & Technical Triage
• Queue Management: Manage a continuous stream of incoming support tickets(email and chat). Promptly address requests strictly related to product functionality, billing, and technical troubleshooting.
• Technical Troubleshooting: Provide detailed, step-by-step written instructions on how to execute specific platform actions, data management tasks, and feature utilization.
• Incident Handling: Represent customer impact during technical escalations, system outages, and bugs, serving as the bridge between the user and the Engineering team to prioritize fixes.
• Retention & Churn Navigation
• At-Risk Intervention: Engage customers signaling intent to cancel via video calls. Your objective is to determine if the cancellation is due to a technical blocker or misunderstanding of the tool's features.
• Value Demonstration: "Save" accounts by demonstrating overlooked features or workflows that solve the customer's problem.
• Subscription Management: Handle subscription changes, account modifications, and billing inquiries.
• Platform Education & Orientation
• Interface Tours: Proactively schedule and lead video sessions with new customers. The goal is to provide a "face-to-face" orientation on where specific features live and how to navigate the dashboard.
• Feature Explanation: Explain the specific function and purpose of key account sections and data inputs so the customer understands how to perform the setup themselves.
• Feasibility Assessments: Participate in calls with prospective or new customers to answer "Can the tool do X?" questions, clarifying technical capabilities and limitations without offering strategic business advice.
• Utilization Monitoring: Monitor platform activity during the first 90 days. If usage is low, reach out via video to identify if a lack of technical understanding is blocking their adoption.

Job Qualifications:

• 2+ years operating in a SaaS-oriented Technical Support, Customer Success, or Onboarding function.
• Highly developed time management skills to balance the immediate demands of a high-volume ticket queue with scheduled video calls.
• A background in supporting tools and platforms, not agencies or consulting. You must be comfortable explaining how software works, not why a marketing campaign failed.
• Expert proficiency with ticketing platforms and issue tracking tools (e.g., Zendesk, JIRA) is highly preferred.
• Professional demeanor and high comfort level on camera. Ability to run efficient, technical troubleshooting sessions via video conference.
• Ability to navigate tense conversations regarding churn. You remain calm under pressure and can pivot a conversation from "cancellation" to "solution" by focusing on technical utility.
• Develop deep mastery of Moz Pro and Moz Local to provide accurate technical education to customers, ensuring they trust the accuracy of the data and the tool's performance.
• Adhere to a policy of education over execution. You will empower customers by explaining how the platform works and what specific sections are for, ensuring they have the knowledge to manage their own accounts.
• Provide analysis of technical performance data to identify overall trends, risk points, and opportunities to improve the platform's usability.

About

Moz is the most trusted authority in online search with powerful SEO and Local Search platforms to help marketers improve the position of their brands, business locations and competitive rank in search results. Moz’s platforms are powered by world-class quality data, both robust and fresh enough to serve as the foundation upon which crucial business decisions are made.

Moz was founded in 2006 and is a subsidiary of ZiffDavis (NASDAQ: ZD)

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

Moz 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.

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 $55,000 CAD to $70,000 CAD. 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 J2HREU@ziffdavis.com