Customer Success Manager

LettrLabs is hiring a Customer Success Manager to own the post-sale customer journey, from onboarding and activation through account growth. The role focuses on accelerating customers’ direct mail usage and time to value, expanding programs, managing account health, and coordinating cross-functional work to resolve blockers.

Responsibilities:

• Monitor engagement across the portfolio against a utilization goal; proactively identify dormant or at-risk accounts and re-engage them before they go inactive
• Own the levers that drive sending: automations, audience/list setup, tracking, and suppression, and make sure customers are actually using them
• Diagnose why an account isn't mailing (technical, workflow, or buy-in issues) and clear the path to get them sending again
• Own onboarding execution against the three core milestones: integration setup, automated campaign setup, and first direct mail send
• Build and continuously improve repeatable onboarding playbooks, and hold customers accountable to a clear, mutually agreed launch timeline
• Identify and resolve technical or process blockers (data feeds, integrations, creative approvals) that delay a customer's start
• Help customers scale send volume beyond their contracted monthly commitment through expanded use cases, list growth, and increased campaign cadence
• Partner with Sales to spot and act on upsell and cross-sell opportunities as soon as usage trends signal a customer is ready to expand
• Track book-of-business performance against contracted value and flag underperforming accounts early, with a plan to close the gap
• Maintain a structured, usage-based health scoring system, rooted in activation, expansion signals, and milestone completion, to catch at-risk accounts before they churn
• Build and maintain account-specific success plans tied directly to activation, expansion, and time-to-value targets, and evolve them as customer priorities shift
• Escalate systemic or recurring blockers to product, ops, and data teams, and drive them to resolution
• Coordinate across product, design, ops, and data teams to remove technical or workflow barriers standing between a customer and their next send
• Communicate clearly and tactfully across internal and customer stakeholders, prioritizing competing demands without losing sight of the activation goal
• Use Claude and other AI tools daily to work faster: surfacing usage trends, drafting customer communications, and generating reports
• Bring a work smarter, not harder mindset to onboarding, account management, and reporting workflows

Requirements:

• 5-8 years in Customer Success, Onboarding, or Account Management with full life-cycle ownership (onboarding, activation, renewals)
• A track record of hitting usage, adoption, or activation-style metrics, not just relationship or satisfaction scores
• Proven ability to run onboarding with urgency: setting timelines, holding customers accountable, and unblocking technical issues without waiting on someone else
• High emotional intelligence with excellent interpersonal and communication skills across stakeholder levels
• Familiarity with marketing automation or SaaS platforms
• Proven ability to prioritize, manage deadlines, and push back with professionalism
• Comfortable navigating ambiguity and change in a startup environment
• Resilient, action-oriented, and thrives under pressure
• Working knowledge of system integrations, including Zapier, webhooks, and cross-platform workflows
• Proficient or expert-level in Google Workspace tools (Docs, Sheets, Slides), including manipulating large datasets and generating dashboards/pivot tables
• Understands how data flows through CRMs like HubSpot and Salesforce, and can operate within those systems
• Comfortable with key SaaS and marketing automation platforms like Shopify and Klaviyo
• Understands how systems talk to each other (API logic, data flow mapping) well enough to diagnose integration issues that block activation
• Uses AI tools like Claude daily to streamline work, and ideally can help teach the team how to get more from them
• Expert-level communicator across email, Slack, Confluence, and other async platforms