Customer Success Manager - Strategic Support

Lob.com, Inc; Northern (KY); Hybrid; USD 80,000 - 88,000; Full time

Benefits offered by this job

Remote work opportunities

RSUs

Competitive benefits

Job summary

Lob.com, Inc is hiring a Customer Success Manager - Strategic Support to collaborate with a Strategic Account Manager in supporting our largest enterprise clients post-sale. You will manage health metrics, drive adoption of Lob products, and deliver executive-level business reviews to maximize retention and enable expansion.

You will partner with cross-functional teams in Revenue, Product, Engineering, and Finance to translate customer feedback into actionable improvements and scale programs

Qualifications

• A minimum of 3–5 years of enterprise experience in SaaS customer success.
• Comfortable discussing API workflows, integrations, and technical platform data.
• Ability to communicate and influence key stakeholders at all levels, including executives.
• Experience collaborating cross-functionally to mitigate churn and identify expansion opportunities.

Responsibilities

• Support post-sales activity for customers through product knowledge, prioritization planning and project management.
• Collaborate cross-functionally to mitigate churn and identify expansion opportunities.
• Develop knowledge of customers’ organizations and the role of direct mail in achieving business objectives.
• Lead discussions around achieving results and innovating with direct mail for customer success and account management to lift ROI.
• Execute playbooks enabling experimentation, testing and learning to deepen engagement.
• Solicit customer feedback and work with product and fulfillment to show responsiveness.
• Develop and execute end-to-end programs focused on driving product adoption that lead to retention or expansion.
• Partner with Revenue, Product & Engineering, and Finance to share feedback and deliver outstanding client experiences.

Tools

Salesforce

Job description

Customer Success Manager - Strategic Support

Lob was founded in 2013 by technical co-founders with a vision to connect the world one mailbox at a time. Today, we're transforming the way businesses use direct mail and bringing the power of technology to a traditionally manual channel.

Our modern logistics and fulfillment engine helps businesses to build and scale high-quality, personalized direct mail programs without the operational burden. As we grow to meet the evolving needs of our customers and expand our product offerings, we’re building a team to shape the future of direct mail.

Customer Success Manager - Strategic Support

In this role, you will support our Strategic Account Manager as a post-sales relationship contact for our largest and most complex enterprise clients. In this role, you will partner hand-in-hand with a Strategic Account Manager to manage account health, drive product adoption, and deliver executive-level business reviews. You will help orchestrate client success—combining data analysis, project management, and cross-functional coordination to maximize retention and help drive expansion.

As the Customer Success Manager - Strategic Support, you’ll…

• Support post-sales activity for customers through touch points that require product knowledge, prioritization planning, project management and the ability to quickly build rapport
• You will collaborate cross functionally to mitigate churn and to identify expansion opportunities
• Develop deep knowledge of customers’ organizational dynamics and the role of direct mail in achieving business objectives
• Support and lead discussions around achieving results and innovating with direct mail for customer success and account management to lift skill and capacity across the organization
• Contribute to and execute playbooks enabling customers’ experimentation, iterative testing and learning to deepen customer engagement and ROI
• Solicit customer feedback and collaborate with Lob’s product and fulfillment to show responsiveness and commitment to continuous improvement
• Develop and execute end-to-end programs focused on driving product adoption that lead to retention or expansion
• Bring the voice of the customer as you partner with the Revenue, Product & Engineering, and Finance teams to share customer feedback, deliver outstanding client experiences, and have a direct impact on building our customer-centric culture at Lob

What will you bring to this role…

• A Minimum of 3-5 years of Enterprise experience in SaaS customer success.
• Experience working with Direct Mail preferred (but not required).
• Comfortable discussing API workflows, integrations, and technical platform data.
• Skilled at bridging the gap between technical teams (Engineering/Product) and business stakeholders (Marketing/Operations/Executives).
• Ability to communicate, present to, and influence key stakeholders at all levels of the customers’ organization, including executive and C-level
• Lifecycle marketing, driving engagement and product adoption driving idea customer behavior via scaled engagements
• Proven track record implementing programmatic solutions and automation
• Ability to listen to the customer and translate their business needs into a personalized consultation
• You’re excited to help build a new team and drive a huge impact
• Self-starter who has fresh ideas when it comes to growing customer engagement
• Great prioritization skills and ability to execute on customer-facing activities
• You have a track record of successfully iterating programs to achieve goals and ability to make changes on the fly and continuously improve our processes
• Highly data-driven and intrigued by the challenge of delivering an awesome Lob experience to hundreds of customers
• Advanced problem-solving skills and verbal and written communication skills
• Excellent listening, negotiation, and presentation abilities
• Familiarity with Salesforce
• Consistent track record of achieving personal and team goals
• Experience in the marketing automation software and/or and direct mail experience are a plus
• Gratitude, a sense of purpose, and a kind and generous demeanor are a must!

Compensation Information The compensation for this role consists of a base salary, variable, and RSUs

Annual Salary Band: $80,000.00 - $87,500.00

+ Variable: $10,000.00 - $15,000.00

Lob’s salary ranges are based on market data, relative to our size, industry and stage of growth. Salary is one part of total compensation, which also includes equity, perks and competitive benefits. Salary decisions are based on many factors including geographic location, qualifications for the role, skillset, proficiency and experience level. Lob reasonably expects to pay candidates who are offered roles within the provided salary ranges.

We offer remote working opportunities in AZ, CA, CO, DC, FL, GA, IA, IL, MA, MD, MI, MN, MT, NE, NC, NH, NJ, NV, NY, OH, OR, PA, RI, TN, TX, UT, and WA, unless specified otherwise in the job description above.

If you are looking for a progressive, fun-spirited, and mentally stimulating environment, come join us at Lob!

Our Commitment to Diversity

Lob is an equal opportunity employer and values diversity of backgrounds and perspectives to cultivate an environment of understanding to have greater impact on our business and customers. We encourage under-represented groups to apply and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.

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