Senior Strategic Customer Success Manager

Lob was built by technical co-founders with a vision to make the world programmable.

We offer two flagship APIs (print & mail and address verification) that enable companies to send postal mail as effortlessly as sending emails. Lob is venture-backed by the most reputable investors in tech, and we are rapidly growing our team to shape the future of our company and meet the demands of a quickly growing customer base and dynamic product offerings.

As a proud Pledge 1% company, we’re committed to leveraging our product, partnerships, and people to drive positive social impact through Lob.org, and are on a mission to make direct mail more sustainable.

We offer remote working opportunities, unless otherwise described in the job description, in AZ, CA, CO, DC, GA, IL, MA, MD, MI, MN, NC, NV, NY, OR, PA, TX, UT, and WA. You can also work onsite at our San Francisco headquarters.

If you are looking for a progressive, fun-spirited, and mentally stimulating environment, come join us at Lob!

Senior Strategic Customer Success Manager

We are seeking a strategic account management leader to proactively lead and expand Lob’s Strategic enterprise customer relationships.  This high visibility leader will bring direct marketing domain expertise, relationship-focused account management experience, and commercial and technical savvy to ensure Lob’s most mission critical customers’ success.  Our Customer Success team nurtures adoption of our products and services so customers realize tangible value.  This role is highly cross functional, partnering with sales, product, engineering and fulfillment to ensure customers continue to grow and expand their use of Lob.  In this role, you will report directly to the VP of Customer Success.

As a Senior Strategic CSM, you’ll…

• Develop deep knowledge of customers’ organizational dynamics and the role of direct mail in achieving business objectives 
• Create and manage account plans across portfolios of our top named customers with the most significant strategic and commercial value to Lob
• Leverage your direct marketing expertise to better understand your customers’ objectives for using Lob; identify new use cases to increase partnership
• Identify expansion, upsell opportunities and cross sell opportunities into new lines of business; support renewal negotiations; predict and prevent customer churn
• Establish regular value added customer meetings and communications to strengthen your client relationship and inspire your customers to optimize their direct mail programs
• Set the highest standard for customer account management practices and behaviors; informally coach, mentor and develop junior members of the team
• 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

What will you bring to this role…

• 12+ years of overall experience, with an expertise in direct marketing and customer success
• 10+ years of experience in account leadership or sales
• Proven ability to meet retention and/or sales targets
• Large enterprise account management experience: including onboarding and implementation, product adoption, driving customer innovation, upsells, cross sells and renewal management 
• Proven ability to communicate, present to, and influence key stakeholders at multiple levels of an organization, including  executive and C-level 
• Advanced problem-solving skills and verbal and written communication skills
• Excellent listening, negotiation, and presentation abilities
• Proven skill with juggling multiple account management projects at a time while maintaining strong attention to detail
• Advanced project management skills with experience using project management software such as Basecamp, Trello, Asana, et al. 
• Have a “no customer left behind” commitment to your customers and Lob
• Experience in with Marcom and Data Automation tech stacks and enterprise marketing business stakeholders a significant plus, but not required
• Gratitude, scrappiness, a sense of purpose, and a kind and generous demeanor are musts!

Additional Information: *Colorado only - salary $129,625.00 - $159,375.00 offer includes benefits, equity, 401K
Additional Information: *New York only - salary $144,875.00 - $178,125.00 offer includes benefits, equity, 401K

We’re not just building a platform to make the world programmable. We’re also designing a great place to work, and ​​a ground floor opportunity as an early member of the Lob team; you’ll directly shape the direction of our company.

Perks

• Health benefits for you and your dependent(s)
• Medical Flexible Spending Accounts (FSA)
• Flexible vacation policy
• Wellness program
• Paid parental leave
• 401K
• Paid volunteer time off to support the organizations you care most about
• Commuter & Parking benefits (includes monthly stipend) for those based out of our San Francisco office
• Free lunch, snacks and dinner when working at our San Francisco office
• Dog-friendly San Francisco office
• Allowance for in-person team meetings (all flights and accommodations covered) for those not based out of our San Francisco office
• Home-office setup and phone/internet stipend for those not based out of our San Francisco office

Our Commitment to Diversity

Lob is an equal opportunity employer and values diversity of backgrounds and perspectives to cultivate an environment of understanding to have greater impact on our business and customers. We encourage under-represented groups to apply and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.