Head of Growth & Customer Success

LettrLabs; Los Angeles (CA); On-site; USD 230,000 - 265,000; Full time

Job summary

LettrLabs USA is seeking a VP of Customer Success to own the entire post-sale journey, unifying CS, Support, and Account Management into one strategic function. You will lead activation, retention, and spend growth while partnering with Sales, Product, and Marketing to drive renewal and expansion across annual enterprise accounts.

You will build scalable processes, implement a modern CS platform, and create a Voice of Customer program to showcase ROAS and customer value.

Qualifications

• 8+ years of Customer Success and/or Account Management experience, including senior leadership managing managers.
• Experience in an organization with a services or agency component and discussion of campaign ROAS/attribution.
• Strong analytical skills and data-driven approach; ability to build pivot tables and analyze customer performance data.
• Ability to unify CS and AM teams into one operating model and scale processes.
• Experience selecting and implementing a CS platform and tooling.

Responsibilities

• Lead, unify, and grow the combined CS and AM organization, including CS Managers and Account Coordinators.
• Define team structure, roles, and career paths to support current needs and future growth.
• Recruit, hire, and develop the team; cultivate a culture of accountability and customer focus.
• Own onboarding, reporting, and retention playbooks aligned to product and growth.
• Build a Voice of Customer program with case studies to inform Marketing and Sales.

Skills

CS Leadership

Data Analysis

AI in CS

Leadership Across CS/AM

KPIs & Metrics

Tools

HubSpot

Asana

Job description

LettrLabs USA is seeking a VP of Customer Success to own the entire post-sale journey, unifying CS, Support, and Account Management into one strategic function. You will lead activation, retention, and spend growth while partnering with Sales, Product, and Marketing to drive renewal and expansion across annual enterprise accounts.

You will build scalable processes, implement a modern CS platform, and create a Voice of Customer program to showcase ROAS and customer value.