Customer Success Manager, Direct Mail & SaaS Growth
Overview
Own the post sale journey for a growing book of business and drive activation, expansion, and time to value at LettrLabs in LA. You will remove blockers across onboarding, automation setup, and campaigns to ensure customers mail consistently and see measurable results. You’ll operate in a fast moving startup, with in office expectations and occasional remote work. This role blends technical fluency with customer success to drive usage and ROI across accounts.
What You'll Do11
- 1Drive Activation & Usage by monitoring portfolio utilization and re engaging dormant accounts
- 2Own the levers that drive sending including automations audience setup tracking and suppression
- 3Diagnose why an account isnt mailing and clear the path to sending again
- 4Accelerate Time to Value by executing onboarding milestones and building repeatable onboarding playbooks
- 5Expand Usage & Impact by increasing volume use cases list growth and cadence with upsell potential
- 6Track book of business performance and flag underperforming accounts with a remediation plan
- 7Manage Account Health by maintaining a structured health scoring system and proactive risk management
- 8Escalate blockers to product ops and data teams to drive resolution
- 9Coordinate cross functional efforts with product design ops and data teams to remove barriers
- 10Leverage AI tools daily to surface usage trends draft communications and generate reports
- 11Communicate clearly across internal and customer stakeholders to balance competing demands
Requirements10
- 15–8 years in Customer Success onboarding or account management with full lifecycle ownership
- 2Proven track record of hitting usage adoption or activation metrics
- 3Experience running onboarding with urgency and accountability
- 4High emotional intelligence and strong interpersonal skills across stakeholders
- 5Familiarity with marketing automation or SaaS platforms
- 6Comfort navigating ambiguity in a startup environment
- 7Ability to manage deadlines push back professionally and stay resilient under pressure
- 8Strong technical fluency with system integrations and data flows
- 9Experience with tools like Google Workspace HubSpot Salesforce Shopify Klaviyo
- 10Proficiency in diagnosing integration issues and communicating technical details
Salary Insight
$100 - $120k per year
Location
Required Skills
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