Lob is a company focused on transforming direct mail through technology. The Customer Success Manager - Commercial will manage a high volume book of business, lead the renewals process, and work closely with customers to maximize growth and minimize churn.
Responsibilities:
- Manage post-sales activity for SMB/MM 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
- Meet with clients to establish strong relationships and solidify their Direct Mail programs with Lob
- Responsible for creating renewal agreements and sending them to customers at least a minimum of 90 days in advance
- Accurately maintain a running forecast of your portfolio and communicate risk and growth opportunities to the needed internal teams
- Proactively identify and flag churn risk and work actively with a broader account team to mitigate
- Develop and execute end-to-end programs focused on driving product adoption that lead to retention or expansion
- Demonstrate high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses
- Connect with customers via scalable channels (email, webinars, etc.) to help solve problems
- Develop, test, and iterate on scaled playbooks and engagement strategies
- Analyze customer data to build and execute engagement strategies within your customer portfolio
- 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
Requirements:
- 3-5 years of Enterprise experience in SaaS renewals, account management, customer success, and sales
- Experience with a high volume Book of Business (100+ customers)
- Proven skill with juggling multiple renewals in a given quarter while maintaining strong attention to detail
- Ability to communicate, present to, and influence key stakeholders at all levels of the customers' organization, including executive and C-level
- Lifecycle marketing, driving engagement and product adoption driving idea customer behavior via scaled engagements
- Proven track record implementing programmatic solutions and automation
- Ability to listen to the customer and translate their business needs into a personalized consultation
- Significant level of comfort interacting with a high volume of customers, over a variety of mediums (phone, email, webinars)
- You're excited to help build a new team and drive a huge impact
- Self-starter who has fresh ideas when it comes to growing customer engagement
- Great prioritization skills and ability to execute on customer-facing activities
- You have a track record of successfully iterating programs to achieve goals and ability to make changes on the fly and continuously improve our processes
- Highly data-driven and intrigued by the challenge of delivering an awesome Lob experience to hundreds of customers
- Strong numeracy skills
- Value-based selling skills
- Advanced problem-solving skills and verbal and written communication skills
- Excellent listening, negotiation, and presentation abilities
- Consistent track record of achieving personal and team goals
- Gratitude, a sense of purpose, and a kind and generous demeanor are a must!
- Familiarity with Salesforce and ChurnZero (or similar Customer Success platform) strongly preferred
- Experience in the marketing automation software and/or and direct mail experience are a plus