Account Manager - SMTP

Position at MOZ Group

The Opportunity

(Hybrid Ottawa)

• We are seeking a
• highly skilled, client-focused, and commercially-savvy

Account Manager

based in the

Ottawa area

to own the strategic, commercial, and technical relationships for

our high-volume enterprise customers

.

In this critical role, you will be the primary commercial strategist and single point of contact for our most valuable clients,

bridging the gap between business objectives, technical execution, and commercial growth

.

As the AM, you will own the technical relationship from the moment a sale closes - guiding clients through onboarding, leading live demos, managing technical escalations, and acting as the strategic liaison between clients and <SMTP.com>’s internal Technical Support, Product, and Operations (Ops) teams.

You will combine deep commercial acumen with a strong functional understanding of email delivery infrastructure, guiding C-level conversations, leading contract negotiations and renewals, and

actively collaborating with commercial teams to identify opportunities for expansion revenue.

Key Responsibilities

Client Onboarding & Sales Transition

The Post-sales Liaison

: Partner with the Sales team to ensure a seamless handoff immediately after a contract is closed, ensuring no client requirements are lost in transition.

Onboarding & Implementation

Lead the technical onboarding process for high-volume accounts, coordinating setup, IP warming strategies, and integration testing.

Product Demonstrations

Conduct technical product demos and walk-throughs customized to the client's specific sending architecture and business needs.

Single Point of Contact & Technical Escalation

Technical Champion

Act as the dedicated, trusted technical advisor and primary escalation point for all technical issues, performance anomalies, and deliverability concerns.

Support Liaison

Partner closely with Tier 2/3 Technical Support to expedite troubleshooting for high-priority incidents and ensure SLA compliance.

Root Cause Analysis

Communicate complex technical resolutions and incident reports back to customers in an easy-to-understand, business-oriented manner.

Product & Operations (Ops) Liaison

Voice of the Customer

Collect and synthesize client feedback, feature requests, and pain points to deliver actionable insights directly to the Product team.

Infrastructure & Ops Alignment

Coordinate with Operations and Infrastructure teams to monitor client sending volumes, plan for capacity scaling, and manage IP reputation/warm-up plans.

Beta Testing & Feature Rollouts

Help premium clients adopt new <SMTP.com> features, coordinating testing feedback loops between clients and engineering.

Proactive Performance Optimization

Deliverability Audits

Regularly analyze sending logs, bounce rates, spam complaints, and authentication configurations (SPF, DKIM, DMARC) to proactively optimize clients' inbox placement.

Technical Reviews

Conduct quarterly technical business reviews (TBRs) with key clients to report on delivery metrics, infrastructure health, and future growth alignment.

Commercial Alignment & Revenue Growth

Renewals Safeguarding

Proactively monitor account health, adoption, and deliverability performance to eliminate technical churn risks and guarantee successful client renewals

Expansion Revenue

Maintain a deep understanding of customer growth plans to identify expansion opportunities, such as volume tier increases, additional dedicated IPs, or premium support add-ons

Commercial Collaboration

Partner closely with Account Management and Sales to provide technical validation during upsell discussions, contract renegotiations, and renewals.

Job Qualifications

Location

: Must be based in the Ottawa area and eligible to work in Canada.

Experience

3-5+ years in Enterprise Account Management, Commercial Customer Success, or Technical Account Management in a SaaS/IaaS environment.

Commercial Acumen

Proven experience or strong proficiency supporting commercial activities, including securing renewals, mitigating churn risk, and identifying organic account expansion/upsell opportunities.

Communication

Exceptional verbal and written communication skills, with a proven ability to explain complex technical concepts to non-technical stakeholders (and vice-versa).

Relationship Management

Proven track record of managing and retaining high-value, high-volume enterprise accounts.

Deliverability Knowledge

• Solid understanding of email delivery concepts,
• authentication protocols (SPF, DKIM, DMARC, BIMI), and sender reputation management.

Nice-to-Haves

Prior experience in high-volume email marketing, transactional deliverability, or digital marketing platforms.

Experience with server administration, basic scripting or querying tools (SQL).

API Experience & Understanding: Experience working with APIs (RESTful APIs, Webhooks). Must have a strong proficiency in troubleshooting API integrations, analyzing JSON/XML payload data, and assisting client developers with programmatic SMTP setups.

About SMTP/ Martech

SMTP, a part of Moz group and Ziff Davis company , has been a trusted leader in email delivery and deliverability. We provide high-volume transactional and marketing email relay services to businesses worldwide, ensuring their critical communications reach the inbox reliably and securely. Our infrastructure handles billions of emails, and we pride ourselves on unmatched delivery expertise, infrastructure robust enough for enterprise scales, and world-class, human support.

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, RootMetrics, Everyday Health, BabyCenter, Moz, iContact and Vipre Security.

Our Benefits

Martech

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

Martech

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 between $85,000 -

$95,000 OTE 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 is

[email protected]