Customer Success Manager - Commercial

Lob

4h•$70,000 - $80,000•Remote

About The Position

Lob is transforming the direct mail industry by bringing technology and modern logistics to a traditionally manual channel. We are seeking a Customer Success Manager to manage a high volume of customer relationships, focusing on renewals and growth within our SMB/MM customer base. This role is crucial for retaining and expanding customer accounts, ensuring customer satisfaction, and contributing to Lob's customer-centric culture.

Requirements

3-5 years of Enterprise experience in SaaS renewals, account management, customer success, and sales.
Experience with a high volume Book of Business (100+ customers).
Proven skill with juggling 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.
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.
Significant level of comfort interacting with a high volume of customers, over a variety of mediums (phone, email, webinars).
Self-starter who has fresh ideas when it comes to growing customer engagement.
Great prioritization skills and ability to execute on customer-facing activities.
Track record of successfully iterating programs to achieve goals and ability to make changes on the fly and continuously improve processes.
Highly data-driven and intrigued by the challenge of delivering an awesome Lob experience to hundreds of customers.
Strong numeracy skills.
Value-based selling skills.
Advanced problem-solving skills and verbal and written communication skills.
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.
Gratitude, a sense of purpose, and a kind and generous demeanor are a must!

Nice To Haves

Experience in the marketing automation software and/or and direct mail experience are a plus.

Responsibilities

Manage a high volume book of business and lead the renewals process to retain and grow customer relationships.
Actively manage SMB/MM accounts, working directly with key decision-makers to identify requirements and uncover roadblocks.
Maintain and report an accurate rolling annual forecast of renewals.
Negotiate and execute renewal contracts in partnership with Legal and Finance.
Discover and identify upsell/cross-sell opportunities using analytical tools upon contract renewal.
Manage post-sales activity for SMB/MM customers through various touch points.
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 and send renewal agreements to customers at least 90 days in advance.
Accurately maintain a running forecast of the portfolio and communicate risk and growth opportunities.
Proactively identify and flag churn risk and work with the broader account team to mitigate.
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.
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 the customer portfolio.
Bring the voice of the customer to partner with Revenue, Product & Engineering, and Finance teams.