Customer Success Manager - Strategic Support

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.

The Role

In this role, you will support our Strategic Account Manager as a post-sales relationship contact for our largest and most complex enterprise clients. 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.

What You'll Do

• 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.

What You'll Bring

• Experience: A minimum of 3-5 years of Enterprise experience in SaaS customer success. Experience working with Direct Mail is preferred but not required.
• Technical Aptitude: 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).
• Communication: Ability to communicate, present to, and influence key stakeholders at all levels of the customers’ organization, including executive and C-level. Excellent listening, negotiation, and presentation abilities.
• Strategy & Execution: Experience with lifecycle marketing, driving engagement, and product adoption via scaled engagements. Proven track record implementing programmatic solutions and automation.
• Mindset: Self-starter who has fresh ideas when it comes to growing customer engagement. Great prioritization skills and ability to execute on customer-facing activities. Highly data-driven, with strong numeracy and advanced problem-solving skills.
• Tools: Familiarity with Salesforce.
• Values: Gratitude, a sense of purpose, and a kind and generous demeanor are a must!

Compensation & Location

• Annual Salary Band: $80,000.00 - $87,500.00
• Variable: $10,000.00 - $15,000.00
• Additional Compensation: RSUs and equity.

We offer 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.