Customer Success Manager - Commercial

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