Customer Success Manager - Strategic Support

Lob
United States
Workplace: RemoteFull timeUSD 80,000 - 87,500 annuallyFunction: Customer Success & Account ManagementExperience: 3-5 yearsSkills: ["Communication","Presentation","Negotiation","Problem-solving","Data-driven"]

Serve as the post-sales relationship lead for Lob’s largest, most complex enterprise clients by partnering with a Strategic Account Manager to manage account health, drive product adoption, and deliver executive-level business reviews. Orchestrate customer success using data analysis, project management, and cross-functional coordination to mitigate churn and identify expansion opportunities, while translating customer needs into iterative improvements with Product, Engineering, and Fulfillment teams.

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Lob
Lob
1 day ago

Customer Success Manager - Strategic Support

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Job Summary

Serve as the post-sales relationship lead for Lob’s largest, most complex enterprise clients by partnering with a Strategic Account Manager to manage account health, drive product adoption, and deliver executive-level business reviews. Orchestrate customer success using data analysis, project management, and cross-functional coordination to mitigate churn and identify expansion opportunities, while translating customer needs into iterative improvements with Product, Engineering, and Fulfillment teams.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Support post-sales activities for enterprise customers through product-knowledge touchpoints, prioritization planning, and project management while building rapport.
  • •Collaborate cross-functionally to mitigate churn and identify expansion opportunities.
  • •Develop deep knowledge of customers’ organizational dynamics and the role of direct mail in achieving business objectives.
  • •Lead discussions and execute playbooks supporting experimentation, iterative testing, and learning to deepen engagement and ROI.
  • •Bring customer feedback to Revenue, Product & Engineering, and Finance teams and execute end-to-end programs that drive product adoption, retention, or expansion.

Pay and Benefits

Salary: USD 80,000 - 87,500 annually
Equity and Bonus:Equity

Key Requirements

  • •Minimum 3–5 years of Enterprise experience in SaaS customer success.
  • •Experience supporting enterprise customers for retention and expansion through customer success programs.
  • •Comfort discussing API workflows, integrations, and technical platform data.
  • •Ability to bridge technical teams (Engineering/Product) and business stakeholders (Marketing/Operations/Executives).
  • •Proficiency with Salesforce and strong communication skills to present and influence executive and C-level stakeholders.
Experience:3-5 yearsEnterprise SaaSDirect mailAPI integrationsAutomationMarketing automation
Skills:CommunicationPresentationNegotiationProblem-solvingData-driven
Languages:English
Tech Stack:Salesforce

Company Brief

Lob
Provides APIs to automate printing and mailing of physical mail (postcards, letters, checks) and address verification, enabling developers and businesses to integrate direct mail into applications and workflows.
Industry: API Platforms
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2013
WebsiteLinkedIn