Activation-Focused Customer Success Manager

LettrLabs; Santa Monica (CA); On-site; USD 100,000 - 120,000; Full time

Job summary

LettrLabs USA is seeking a Customer Success Manager to own the post‑sale journey—onboarding, activation, and growth—for a portfolio of customers. You’ll help clients go live quickly, stay active, and scale their direct mail programs in a fast‑paced startup environment.

Based in LA with some remote flexibility, you’ll drive activation, usage, and time‑to‑value while collaborating cross‑functionally to unlock expansion and measurable ROI.

Qualifications

• 5–8 years in Customer Success, Onboarding, or Account Management with full life‑cycle ownership.
• Track record of hitting usage, adoption, or activation‑style metrics.
• Proven ability to run onboarding with urgency: setting timelines, accountability, and blockers.
• High emotional intelligence with excellent interpersonal and communication skills.
• Familiarity with marketing automation, or SaaS platforms.
• Proven ability to prioritize, manage deadlines, and push back professionally.
• Comfortable navigating ambiguity and change in a startup environment.
• Resilient, action‑oriented, and thrives under pressure.

Responsibilities

• Monitor engagement and activation across your portfolio and re‑engage at‑risk accounts.
• Own levers that drive sending: automations, audience setup, tracking, and suppression.
• Diagnose why accounts aren’t mailing and clear the path to send again.
• Own onboarding across integration setup, automated campaigns, and first mail.
• Create repeatable onboarding playbooks with clear launch timelines.
• Identify and resolve blockers (data feeds, integrations, approvals).
• Help customers scale send volume and expand usage with new use cases.
• Collaborate with Sales on upsell/cross-sell opportunities as usage grows.
• Track performance and flag underperforming accounts with a remediation plan.
• Maintain usage-based health scoring and escalate blockers to product/ops/data.
• Communicate clearly across internal and customer stakeholders.
• Use Claude daily to surface trends, draft communications, and generate reports.
• Teach the team to leverage AI tools effectively.
• Be an expert communicator across email, Slack, Confluence, and other async platforms.

Skills

Customer Success

Onboarding

Account Management

Communication skills

Emotional intelligence

Marketing automation

Prioritization

Ambiguity tolerance

Resilience

Startup environment

Tools

HubSpot

Salesforce

Zapier

Google Workspace

Shopify

Klaviyo

Confluence

Claude AI

Job description

LettrLabs USA is seeking a Customer Success Manager to own the post‑sale journey—onboarding, activation, and growth—for a portfolio of customers. You’ll help clients go live quickly, stay active, and scale their direct mail programs in a fast‑paced startup environment.

Based in LA with some remote flexibility, you’ll drive activation, usage, and time‑to‑value while collaborating cross‑functionally to unlock expansion and measurable ROI.