Account Manager

LettrLabs•Los Angeles, CA

7d•$140,000 - $160,000•Onsite

About The Position

LettrLabs is hiring an Account Manager to own the commercial relationship for a book of annual enterprise accounts. The role focuses on retaining customers, growing their spend and scope, and renewing contracts, with performance measured by retention, expansion, and spend growth. The Account Manager will work closely with Customer Success, Sales, Product, Marketing, and the CRO to demonstrate customer return on spend and shape LettrLabs’ account management practices as the enterprise customer base grows. The role owns renewals from early planning through signature; identifies at-risk accounts and coordinates recovery plans; and finds and closes upsell and cross-sell opportunities. It also involves converting monthly or transactional customers to annual enterprise contracts, leading customer business reviews using campaign performance and return-on-ad-spend data, and maintaining account plans and renewal forecasts in HubSpot. The Account Manager will partner across teams on account health, expansion strategy, customer feedback, case studies, and references. They will use Claude and other AI tools daily to analyze trends, prepare reviews, draft communications, and improve operational workflows. This is an in-office position at LettrLabs’ Marina Del Rey headquarters in Los Angeles.

Requirements

At least 5 years of experience in Account Management, Customer Success, or renewals and expansion in B2B SaaS or a platform business, with ownership of a book of business and retention and expansion targets.
Track record of meeting renewal, retention, and expansion targets, with the ability to cite metrics such as GRR, NRR, renewal rate, and expansion revenue.
Experience managing enterprise or multi-location customers, ideally with multiple stakeholders and executive sponsors.
Comfort with commercial conversations involving pricing, contract terms, renewals, and upselling.
Ability to analyze performance and spend data and explain it clearly to customers.
Strong interpersonal and communication skills across stakeholder levels, including executives.
Ability to prioritize, manage deadlines, and push back professionally.
Comfort navigating ambiguity and change in a startup environment; resilient, action-oriented, and able to thrive under pressure.
Willingness and ability to work in-office at the Los Angeles headquarters in Marina Del Rey.
Hands-on experience with HubSpot for companies, contacts, deals, renewals, and forecasting; Salesforce or a comparable CRM is also acceptable.
Proficiency with Google Workspace, including building pivot tables and analyzing customer performance data in Docs, Sheets, and Slides.
Working familiarity with marketing automation and commerce platforms such as Klaviyo and Shopify, and how data flows between systems.
Comfort using project and workflow tools such as Asana and communicating asynchronously in Slack and Confluence.
Daily use of AI tools such as Claude to streamline work.

Nice To Haves

Experience in a business with a marketing, advertising, or agency component, and fluency in ROAS and attribution.
Experience with direct mail, performance marketing, or another spend-based platform where customer results are measured in ROAS.
Experience in home services, roofing, or other high-volume SMB and multi-location audiences.
Experience converting monthly or transactional customers into annual contracts.
Experience working with PE-backed or multi-brand organizations.
Experience helping teach a team to get more value from AI tools.

Responsibilities

Own the renewal process for annual enterprise accounts, from early preparation through signature.
Track gross and net revenue retention and accurately forecast renewals in HubSpot.
Identify at-risk accounts using usage, spend, and engagement signals; partner with Customer Success on recovery plans and escalate when needed.
Build relationships with executive sponsors and decision makers.
Identify and close upsell and cross-sell opportunities, including new locations, brands, use cases, and products.
Grow customer send volume and spend beyond contracted commitments.
Partner with Sales on expansion strategy, pipeline, and support for larger opportunities.
Convert monthly and transactional accounts into annual enterprise contracts, working with the Account Coordinator team where applicable.
Lead customer business reviews that connect campaign data to spend, response, conversions, and return on ad spend.
Build and maintain account plans with goals, expansion targets, and next steps.
Coordinate with Customer Success on activation, usage, and account-health handoffs.
Bring customer feedback and requests to Product and update customers on shipped changes.
Partner with Marketing on case studies, references, and proof points.
Use Claude and other AI tools to identify trends, prepare business reviews, draft communications, and generate reports.
Improve renewals, forecasting, and reporting workflows.