Customer Success Manager - Strategic Support

Summary

Lob is a technology company transforming how businesses use direct mail through a modern logistics and fulfillment platform. The Customer Success Manager - Strategic Support will support a Strategic Account Manager in managing enterprise client relationships, driving product adoption, reducing churn, and identifying expansion opportunities through cross-functional coordination and data-driven customer success programs.

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
• 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

Skills

• A Minimum of 3-5 years of Enterprise experience in SaaS customer success
• 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!
• Experience working with Direct Mail preferred (but not required)

Qualifications

Must Haves

• A Minimum of 3-5 years of Enterprise experience in SaaS customer success
• 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!

Nice to Haves

• Experience working with Direct Mail preferred (but not required)

Benefits

• Variable
• RSUs
• 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