Customer Success Manager - Strategic Support

Lob

10h•$90,000 - $102,500•Remote

About The Position

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.

Requirements

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
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
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).
You’re excited to help build a new team and drive a huge impact
Experience in the marketing automation software and/or and direct mail experience are a plus

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
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