Customer Success Manager - Commercial

Lob

30d•$70,000 - $80,000•Remote

About The Position

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 - Commercial In this role, you will manage a high volume book of business and lead the renewals process to retain and grow customer relationships. You will actively manage a SMB/MM book of business and work directly with key decision-makers to identify customer requirements and uncover roadblocks to ensure on-time commitments. You will maintain and report an accurate rolling annual- forecast of renewals in your book of business. You will negotiate and execute renewal contracts, in partnership with Legal and Finance, that align to customer goals. You will discover and identify upsell/cross-sell opportunities using analytical tools and upon contract renewal to maximize customer growth. The Lob Customer Success Manager is a high impact position, responsible for owning and executing a portfolio of SMB/MM customers. The ideal Customer Success Manager is an experienced professional with a good understanding of customer success, renewals and contracts. This position is responsible for maximizing customer growth and minimizing churn while adding value to our customers in a scaled model. In this role, you will report to the Senior Manager of Commercial Account Management.

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)
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
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 post-sales activity for SMB/MM 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
Meet with clients to establish strong relationships and solidify their Direct Mail programs with Lob
Responsible for creating renewal agreements and sending them to customers at least a minimum of 90 days in advance
Accurately maintain a running forecast of your portfolio and communicate risk and growth opportunities to the needed internal teams
Proactively identify and flag churn risk and work actively with a 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 realized for their businesses
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 your customer portfolio
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