Customer Success Manager • Mid-Level

Who you are

You are an experienced Customer Success Manager with a strong understanding of customer success principles, renewals, and contract management. You have a proven track record of managing relationships with SMB and mid-market customers, ensuring their needs are met and identifying opportunities for growth. Your analytical skills allow you to leverage data to uncover upsell and cross-sell opportunities effectively. You excel in negotiating contracts and collaborating with legal and finance teams to align customer goals with business objectives. You are proactive in maintaining accurate forecasts and reporting on renewals, ensuring that your book of business is well-managed and that customer satisfaction remains high.

What you'll do

In this role, you will take ownership of a portfolio of SMB and mid-market customers, managing a high volume of accounts while leading the renewals process. You will work closely with key decision-makers to understand their requirements and address any roadblocks that may arise. Your responsibilities will include negotiating and executing renewal contracts, ensuring they align with customer goals and expectations. You will actively seek out upsell and cross-sell opportunities, utilizing analytical tools to maximize customer growth. You will maintain an accurate rolling annual forecast of renewals, reporting on your progress and ensuring that commitments are met on time. Your role will be pivotal in shaping the future of customer relationships at Lob, as you work to enhance the customer experience and drive business success.

What we offer

At Lob, we are committed to transforming the way businesses use direct mail through innovative technology. As part of our team, you will have the opportunity to shape the future of direct mail and work in a collaborative environment that values your contributions. We offer competitive compensation and benefits, along with a culture that encourages professional growth and development. Join us in our mission to connect the world one mailbox at a time, and be part of a company recognized as one of the best remote midsize companies to work for.