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Mid-Market Customer Success Manager

Customer | San Francisco, CA


Our goal at Lob is to build deep relationships and integrations with customers so that they can achieve high impact business outcomes through use and adoption of our technology. Our Customer Success team is responsible for ensuring the continued prosperity of our customers by ensuring that the usage and adoption of our products and services leads to realized and tangible value. Customer Success partners with key stakeholders around the company to ensure that customers continue to grow and expand their usage of Lob over time.

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. 

As a Mid-Market Customer Success Manager, you'll... 

  • 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
  • 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

For this role, we're looking for... 

  • 5 years of overall experience, preferably at a high growth start up
  • 2-4 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

We are looking for a dedicated and highly motivated Mid-Market Customer Success Manager to engage our mid-market customers. In this role, you will work strategically with our customers to understand their business objectives and help them achieve the best possible results using the Lob platform and tools for their retention, acquisition, and transactional marketing efforts. You will work directly with our customers' marketing and product teams to ensure successful deployment of the Lob API. You are data driven, and can guide our customers to continuously evolve and improve their learning. You enjoy connecting with C-Suite executives and you relish proactively sharing best practices and teaching our customers how to drive their business by leveraging Lob's tools. 

The ideal candidate will be a strategic thinker, with a deep understanding of consumer marketing, and proven success partnering with distinct stakeholders to develop and execute marketing programs. You will also work cooperatively with other departments to improve the customer experience, retain existing customers, and gather critical feedback to improve our product. Strong influencing and interpersonal skills, and the ability to develop strong relationships are critical to success in this role. 

About Lob 

Lob was built by technical co-founders with a vision to make the world programmable. We offer two flagship APIs (print & mail and address verification) that enable companies to send postal mail as effortlessly as sending emails. Lob is venture-backed by the most reputable investors in tech, and we are rapidly growing our team to shape the future of our company and meet the demands of a quickly growing customer base and dynamic product offerings.

We give our employees a lot of responsibility and ownership of their work. You will have fun at work while engaging in challenging projects with the best and brightest.

Perks

  • Health benefits for you and your dependent(s)
  • Healthcare and Dependent Care Flexible Spending Accounts
  • Unlimited vacation policy
  • Commuter & Parking benefits (includes monthly stipend)
  • Wellness program (includes monthly stipend or free Barry’s Bootcamp classes!)
  • Paid parental leave
  • Free lunch, dinner, and snacks
  • 401K
  • Dog-friendly office
  • Ground floor opportunity as an early member of the Lob team; you’ll directly shape the direction of our company

Our Commitment to Diversity

Lob is an equal opportunity employer and values diversity of backgrounds and perspectives to cultivate an environment of understanding to have greater impact on our business and customers. We encourage under-represented groups to apply and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.