Customer Success Manager

About the role

As a Customer Success Manager, your job is to get customers sending direct mail quickly and keep finding new ways to help them grow their program and see real results. You'll own the full post-sale journey (onboarding, activation, and growth) for your book of business, removing technical and organizational blockers that prevent customers from mailing and building habits that keep them engaged and consistently seeing value. This role is based in our Los Angeles office, with the expectation of being in the office five days a week, though occasional remote work may be needed.

Mission

Turn every new customer into an active, growing user of LettrLabs—someone who's consistently mailing and seeing real results. Every customer has committed to a monthly direct mail budget, and your job is to get them live as quickly as possible, keep them consistently active, and help them grow their campaigns. Success is measured in activation, overage, and speed to first value, not just relationship health.

Success Metrics

• Usage: Maintain a high utilization score by ensuring a large percentage of your portfolio actively sends direct mail each month.
• Expansion: Help customers grow their program over time, increasing usage and results beyond their initial commitment.
• Time to Value: Minimize the time from contract signature to first direct mail sent, tracked across three milestones: integration setup, automated campaign setup, and first send.
• Advocacy: Build customer champions who provide references and feedback as they see measurable ROI.

Responsibilities

• Drive Activation & Usage:
  • Monitor engagement across your portfolio to meet utilization goals and proactively re-engage dormant or at-risk accounts.
  • Own the levers that drive sending: automations, audience/list setup, tracking, and suppression.
  • Diagnose and resolve barriers preventing accounts from mailing (technical, workflow, or buy-in issues).
• Accelerate Time to Value:
  • Own onboarding execution against three core milestones: integration setup, automated campaign setup, and first direct mail send.
  • Build and improve repeatable onboarding playbooks while holding customers accountable to launch timelines.
  • Identify and resolve technical or process blockers (e.g., data feeds, integrations, creative approvals) delaying a customer’s start.
• Expand Usage & Impact:
  • Help customers scale send volume beyond their contracted monthly commitment through expanded use cases, list growth, and increased campaign cadence.
  • Partner with Sales to spot and act on upsell and cross-sell opportunities based on usage trends.
  • Track book-of-business performance against contracted value and flag underperforming accounts early.
• Manage Account Health & Risk:
  • Maintain a structured, usage-based health scoring system to catch at-risk accounts before they churn.
  • Develop and evolve account-specific success plans tied to activation, expansion, and time-to-value targets.
  • Escalate systemic or recurring blockers to product, ops, and data teams for resolution.
• Cross-Functional Execution:
  • Coordinate with product, design, ops, and data teams to remove technical or workflow barriers preventing customer sends.
  • Communicate clearly and tactfully across internal and customer stakeholders, prioritizing competing demands without losing sight of activation goals.
• Leverage AI & Operational Tools:
  • Use AI tools like Claude daily to surface usage trends, draft customer communications, and generate reports.
  • Adopt a “work smarter, not harder” mindset for onboarding, account management, and reporting workflows.

Requirements

• 5–8 years in Customer Success, Onboarding, or Account Management with full life-cycle ownership (onboarding, activation, renewals).
• Track record of hitting usage, adoption, or activation-style metrics, not just relationship or satisfaction scores.
• Proven ability to run onboarding with urgency: setting timelines, holding customers accountable, and unblocking technical issues independently.
• High emotional intelligence with excellent interpersonal and communication skills across stakeholder levels.
• Familiarity with marketing automation or SaaS platforms.
• Strong prioritization skills, ability to manage deadlines, and push back professionally.
• Comfortable navigating ambiguity and change in a startup environment.
• Resilient, action-oriented, and thrives under pressure.

Technical & Systems Expertise

• Working knowledge of system integrations, including Zapier, webhooks, and cross-platform workflows.
• Proficiency in Google Workspace tools (Docs, Sheets, Slides), including manipulating large datasets and generating dashboards/pivot tables.
• Understanding of data flows through CRMs like HubSpot and Salesforce, with the ability to operate within these systems.
• Comfort with key SaaS and marketing automation platforms like Shopify and Klaviyo.
• Ability to diagnose integration issues by understanding API logic and data flow mapping.
• Daily use of AI tools like Claude to streamline work and teach the team best practices.
• Expert-level communication skills across email, Slack, Confluence, and other async platforms.

Startups & Scale

Working at LettrLabs means embracing the fast-moving, ever-evolving reality of a growing startup. The ideal candidate:

• Thrives in ambiguous situations where processes are still being built.
• Moves quickly and iterates without getting stuck in perfectionism.
• Adapts to shifting priorities, evolving customer needs, and business pivots.
• Stays calm under pressure and sees obstacles as opportunities.
• Takes initiative and brings solutions, not just problems, to the table.

Pay

LettrLabs USA: $100,000 USD - $120,000 USD base salary. Actual base salary offered will be determined by experience, skills, and work location. Total compensation includes equity and benefits.

Location

Los Angeles, CA (in-office, five days a week).