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Enterprise Customer Success Manager

SF Bay Area - San Francisco Full Time


Lob provides the building blocks for developers to automate the offline world. Enterprise companies use Lob’s suite of APIs to mail fully dynamic and personalized customer communications with print media. We provide insight into deliverability with piece-by-piece tracing and utilize our proprietary Print Delivery Network to streamline production across fully redundant nodes all over the country. Founded in 2013 and based in San Francisco, Lob is venture backed by Y Combinator, Polaris Partners, Floodgate, and First Round Capital. Find out more about Lob and what we’re up to by following our blog: https://lob.com/blog or visiting our website: https://lob.com.


Job Description

In this role you will be responsible for transforming your current customers into product advocates! Your job will be highly cross-functional. You will not only work closely with our customers to understand and address their business needs, but also interface with our sales, customer experience, product and engineering teams very closely to make sure we place our customers’ goals above everything else. In this role, you will report to the Head of Customer Success.


Responsibilities

  • Teach Lob's full product suite to your customers, helping them to successfully implement and utilize those tools to address their goals and objectives
  • Contribute to and develop playbooks that drive adoption and success for our customers using customers’: stories, goals, reasons for purchase, upsell moments/behaviors and churn reasons
  • Optimize the customer experience by providing customer coaching and training online and in person
  • Develop detailed expansion plans to solve customers’ business challenges and document value delivered by Lob across targeted accounts
  • Onboard new clients, maintain existing customers, negotiate renewal and upsell conversations, and proactively mitigate churn
  • Meet with clients regularly to establish strong relationships and inspire them to improve and strengthen their direct mail programs
  • Work closely with sales, product and engineering teams to share customer feedback and journeys, deliver outstanding client experiences, and have a direct impact on building our customer-centric culture at Lob

Requirements

  • 7+ years of overall experience, preferably at a high growth start up
  • 5-7 years of experience in SaaS account management, customer success, or sales
  • Full stack account management experience: including onboarding/implementation, product adoption, upsells, and renewal management
  • Ability to communicate, present to, and influence key stakeholders at all levels of the 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
  • Gratitude, a sense of purpose, and a kind and generous demeanor