Customer Success Manager

🔥 14 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $100k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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LettrLabs

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

📣 Marketing

☁️ SaaS

🤝 B2B

Marketing • SaaS • B2B

LettrLabs is a direct-mail marketing platform that automates and scales personalized physical mail campaigns. The company provides end-to-end services — AI-powered design tools, robotic handwritten mailers, printed postcards and letters, automation and workflow tools, audience identification and predictive targeting, integrations with CRMs and ecommerce platforms, and attribution/tracking to measure ROI. LettrLabs targets businesses across industries such as e-commerce, home services, real estate and non-profits with use cases including acquisition, retargeting, loyalty/win-back, and review generation.

📋 Description

• Own the full post-sale customer journey, including onboarding, activation, renewals, and growth • Drive customer activation and usage by monitoring utilization, identifying dormant or at-risk accounts, and re-engaging them • Manage automations, audience/list setup, tracking, and suppression to drive direct-mail sending • Diagnose and resolve technical, workflow, and buy-in blockers • Execute onboarding against integration setup, automated campaign setup, and first direct-mail send milestones • Build and improve repeatable onboarding playbooks and mutually agreed launch timelines • Help customers expand send volume, use cases, list growth, and campaign cadence • Partner with Sales on upsell and cross-sell opportunities • Track book-of-business performance against contracted value and address underperformance • Maintain usage-based health scoring and account-specific success plans • Escalate systemic blockers to product, operations, and data teams • Coordinate with product, design, operations, and data teams • Use Claude and other AI tools to surface usage trends, draft customer communications, and generate reports

🎯 Requirements

• 5-8 years in Customer Success, Onboarding, or Account Management with full life-cycle ownership (onboarding, activation, renewals) • Track record of hitting usage, adoption, or activation-style metrics • Ability to run onboarding with urgency, set timelines, hold customers accountable, and unblock technical issues • High emotional intelligence and excellent interpersonal and communication skills • Familiarity with marketing automation or SaaS platforms • Ability to prioritize, manage deadlines, and push back professionally • Comfort navigating ambiguity and change in a startup environment • Resilient, action-oriented, and able to thrive under pressure • Working knowledge of system integrations, including Zapier, webhooks, and cross-platform workflows • Proficient or expert-level in Google Workspace, including manipulating large datasets and generating dashboards/pivot tables • Understanding of CRM data flows and ability to operate in HubSpot and Salesforce • Familiarity with Shopify and Klaviyo • Understanding of API logic and data flow mapping sufficient to diagnose integration issues • Daily use of AI tools such as Claude • Expert-level communication across email, Slack, Confluence, and other asynchronous platforms

🏖️ Benefits

• Medical, dental, and vision coverage • Equity in a fast-growing company • 401(k) plan • Flexible PTO and paid holidays

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