Strategic Enterprise CSM – Adoption & Growth

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

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