Customer Success Manager - Strategic Support
About the role
In this role, you will support our Strategic Account Manager as a post-sales relationship contact for our largest and most complex enterprise clients. 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.
Responsibilities
- Support post-sales activity for customers through touch points that require product knowledge, prioritization planning, project management, and the ability to quickly build rapport.
- Collaborate cross-functionally to mitigate churn and 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 teams 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.
Requirements
- 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.
- Proven track record implementing programmatic solutions and automation.
- Ability to listen to the customer and translate their business needs into a personalized consultation.
- Self-starter with fresh ideas for growing customer engagement.
- Great 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 awesome Lob experience to hundreds of customers.
- Strong numeracy skills.
- Advanced problem-solving skills and strong 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 marketing automation software and/or direct mail is a plus.
- Gratitude, a sense of purpose, and a kind and generous demeanor.
Pay
The compensation for this role consists of a base salary, variable pay, 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.
Schedule
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.