Lob

20 hours ago

Customer Success Manager - Commercial

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Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Own a portfolio of SMB/MM customers and lead renewals to retain and grow business. Manage high-volume post-sales touchpoints, forecast renewal outcomes, create and send renewal agreements at least 90 days in advance, and proactively identify churn risk. Collaborate cross-functionally with Legal, Finance, Revenue, Product, and Engineering to drive adoption through scalable programs, analyze customer data for engagement strategies, and uncover upsell/cross-sell opportunities.

Location: United States, Arizona, California, Colorado, District of Columbia, Florida, Georgia, Iowa, Illinois, Massachusetts, Maryland, Michigan, Minnesota, Montana, Nebraska, North Carolina, New Hampshire, New Jersey, Nevada, New York, Ohio, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Utah, Washington

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Key Responsibilities

•Manage post-sales activity for SMB/MM customers via touchpoints requiring product knowledge, prioritization planning, and project management.
•Collaborate cross-functionally to mitigate churn and identify expansion opportunities.
•Meet with clients to establish relationships and solidify their direct mail programs with Lob.
•Create renewal agreements and send them to customers at least 90 days in advance while maintaining a rolling renewal forecast.
•Proactively identify and flag churn risk; build end-to-end adoption programs, analyze customer data, and iterate engagement playbooks to drive retention and growth.

Pay and Benefits

Salary: USD 70,000 - 80,000 annually

Equity and Bonus:Equity

Perks:Remote Work

Key Requirements

•3-5 years of enterprise experience in SaaS renewals, account management, customer success, and sales.
•Experience managing a high volume book of business (100+ customers).
•Proven ability to juggle multiple renewals while maintaining strong attention to detail.
•Ability to communicate, present to, and influence stakeholders up to executive and C-level.
•Strong familiarity with lifecycle marketing and programmatic solutions/automation; Salesforce and ChurnZero (or similar) preferred.

Experience:SaaSEnterpriseCustomer successDirect mailMarketing automation

Skills:CommunicationPresentationNegotiationProblem-solvingPrioritization

Languages:English

Tech Stack:SalesforceChurnZero

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

Website LinkedIn

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Lob