Customer Success Manager - Commercial

About the role

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. As the Customer Success Manager - Commercial, you will manage a high volume book of business and lead the renewals process to retain and grow customer relationships within our SMB and mid-market segments.

This high-impact position is responsible for owning and executing a portfolio of SMB/MM customers, maximizing customer growth, and minimizing churn while adding value in a scaled model. You will report to the Senior Manager of Commercial Account Management.

Responsibilities

• Manage post-sales activity for SMB/MM customers through touch points requiring product knowledge, prioritization planning, project management, and the ability to quickly build rapport.
• Collaborate cross-functionally to mitigate churn and identify expansion opportunities.
• Meet with clients to establish strong relationships and solidify their Direct Mail programs with Lob.
• Create renewal agreements and send them to customers at least 90 days in advance.
• Accurately maintain a running forecast of your portfolio and communicate risk and growth opportunities to internal teams.
• Proactively identify and flag churn risk, working with the broader account team to mitigate it.
• Develop and execute end-to-end programs focused on driving product adoption that lead to retention or expansion.
• Demonstrate high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses.
• Connect with customers via scalable channels (email, webinars, etc.) to help solve problems.
• Develop, test, and iterate on scaled playbooks and engagement strategies.
• Analyze customer data to build and execute engagement strategies within your customer portfolio.
• Bring the voice of the customer to partner with Revenue, Product & Engineering, and Finance teams to share feedback, deliver outstanding client experiences, and build our customer-centric culture.

Requirements

• 3-5 years of Enterprise experience in SaaS renewals, account management, customer success, and sales.
• Experience managing a high volume Book of Business (100+ customers).
• Proven ability to juggle multiple renewals in a given quarter while maintaining strong attention to detail.
• Ability to communicate, present to, and influence key stakeholders at all levels of the customers’ organization, including executive and C-level.
• Experience with lifecycle marketing, driving engagement, and product adoption to influence ideal 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.
• Significant comfort interacting with a high volume of customers across various mediums (phone, email, webinars).
• Self-starter with fresh ideas for growing customer engagement.
• Strong prioritization skills and ability to execute on customer-facing activities.
• Track record of successfully iterating programs to achieve goals, making changes on the fly, and continuously improving processes.
• Highly data-driven and intrigued by the challenge of delivering an outstanding Lob experience to hundreds of customers.
• Strong numeracy skills and value-based selling skills.
• Advanced problem-solving skills and excellent verbal and written communication abilities.
• Excellent listening, negotiation, and presentation abilities.
• Familiarity with Salesforce and ChurnZero (or similar Customer Success platform) strongly preferred.
• Consistent track record of achieving personal and team goals.
• Experience in marketing automation software and/or direct mail is a plus.
• Gratitude, a sense of purpose, and a kind and generous demeanor are essential.

Pay

The compensation for this role consists of a base salary, variable pay, and RSUs.

• Annual Salary Band: $70,000.00 - $80,000.00
• Variable: $7,000.00 - $12,500.00

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.

Schedule

This role offers remote working opportunities in the following states: 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.