Customer Success Manager - Strategic Support

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. 

Our modern logistics and fulfillment engine helps businesses to build and scale high-quality, personalized direct mail programs without the operational burden. As we grow to meet the evolving needs of our customers and expand our product offerings, we’re building a team to shape the future of direct mail.

Customer Success Manager - Strategic Support

In this role, you will support our Strategic Account Manager as a post-sales relationship contact for our largest and most complex enterprise clients. In this role, 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.

As the Customer Success Manager - Strategic Support, you’ll…

• Support post-sales activity for customers through touch points that require product knowledge, prioritization planning, project management and the ability to quickly build rapport
• You will collaborate cross functionally to mitigate churn and to 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 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

What will you bring to this role…

• 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
• Lifecycle marketing, driving engagement and product adoption driving idea 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
• You’re excited to help build a new team and drive a huge impact
• Self-starter who has fresh ideas when it comes to growing customer engagement
• Great prioritization skills and ability to execute on customer-facing activities
• You have a track record of successfully iterating programs to achieve goals and ability to make changes on the fly and continuously improve our 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 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 the marketing automation software and/or and direct mail experience are a plus
• Gratitude, a sense of purpose, and a kind and generous demeanor are a must!

Compensation Information
The compensation for this role consists of a base salary, variable, and RSUs

Annual Salary Band: $80,000.00 - $87,500.00
+ Variable: $10,000.00 - $15,000.00

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