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    Senior Strategic Customer Success Manager - San Francisco, United States - Lob

    Lob
    Lob San Francisco, United States

    3 weeks ago

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    Description
    [Full Time] Senior Strategic Customer Success Manager at Lob (United States) | BEAMSTART Jobs

    Senior Strategic Customer Success Manager

    Lob United States
    Date Posted
    28 Jul, 2022
    Work Location
    San Francisco, United States
    Salary Offered
    Not Specified
    Job Type
    Full Time
    Experience Required
    11+ years
    Remote Work
    Yes
    Stock Options
    No
    Vacancies
    1 available
    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.

    As a proud Pledge 1% company, we're committed to leveraging our product, partnerships, and people to drive positive social impact through

    , and are on a mission to make direct mail more sustainable.

    We offer remote working opportunities, unless otherwise described in the job description, in AZ, CA, CO, DC, GA, IL, MA, MD, MI, MN, NC, NV, NY, OR, PA, TX, UT, and WA.

    You can also work onsite at our San Francisco headquarters.
    If you are looking for a progressive, fun-spirited, and mentally stimulating environment, come join us at Lob
    Senior Strategic Customer Success Manager
    We are seeking a strategic account management leader to proactively lead and expand Lob's Strategic enterprise customer relationships.

    This high visibility leader will bring direct marketing domain expertise, relationship-focused account management experience, and commercial and technical savvy to ensure Lob's most mission critical customers' success.

    Our Customer Success team nurtures adoption of our products and services so customers realize tangible value.

    This role is highly cross functional, partnering with sales, product, engineering and fulfillment to ensure customers continue to grow and expand their use of Lob.

    In this role, you will report directly to the VP of Customer Success.
    As a Senior Strategic CSM, you'll...
    Develop deep knowledge of customers' organizational dynamics and the role of direct mail in achieving business objectives
    Create and manage account plans across portfolios of our top named customers with the most significant strategic and commercial value to Lob
    Leverage your direct marketing expertise to better understand your customers' objectives for using Lob; identify new use cases to increase partnership
    Identify expansion, upsell opportunities and cross sell opportunities into new lines of business; support renewal negotiations; predict and prevent customer churn
    Establish regular value added customer meetings and communications to strengthen your client relationship and inspire your customers to optimize their direct mail programs
    Set the highest standard for customer account management practices and behaviors; informally coach, mentor and develop junior members of the team
    Lead discussions around achieving results and innovating with direct mail for customer success and account management to lift skill and capacity across the organization
    Contribute to and execute playbooks enabling customers' experimentation, iterative testing and learning to deepen customer engagement and ROI
    Solicit customer feedback and collaborate with Lob's product and fulfillment to show responsiveness and commitment to continuous improvement
    What will you bring to this role...
    12+ years of overall experience, with an expertise in direct marketing and customer success
    10+ years of experience in account leadership or sales
    Proven ability to meet retention and/or sales targets

    Large enterprise account management experience:
    including onboarding and implementation, product adoption, driving customer innovation, upsells, cross sells and renewal management
    Proven ability to communicate, present to, and influence key stakeholders at multiple levels of an 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
    Advanced project management skills with experience using project management software such as Basecamp, Trello, Asana, et al.
    Have a "no customer left behind" commitment to your customers and Lob
    Experience in with Marcom and Data Automation tech stacks and enterprise marketing business stakeholders a significant plus, but not required
    Gratitude, scrappiness, a sense of purpose, and a kind and generous demeanor are musts

    Additional Information:
    *Colorado only - salary $129, $159,375.00 offer includes benefits, equity, 401K

    Additional Information:
    *New York only - salary $144, $178,125.00 offer includes benefits, equity, 401K
    We're not just building a platform to make the world programmable.

    We're also designing a great place to work

    , and a ground floor opportunity as an early member of the Lob team; you'll directly shape the direction of our company.
    Perks
    Health benefits for you and your dependent(s)
    Medical Flexible Spending Accounts (FSA)
    Flexible vacation policy
    Wellness program
    Paid parental leave
    401K
    Paid volunteer time off to support the organizations you care most about
    Commuter & Parking benefits (includes monthly stipend) for those based out of our San Francisco office
    Free lunch, snacks and dinner when working at our San Francisco office
    Dog-friendly San Francisco office
    Allowance for in-person team meetings (all flights and accommodations covered) for those not based out of our San Francisco office
    Home-office setup and phone/internet stipend for those not based out of our San Francisco office
    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, disability status, or criminal history in accordance with local, state, and/or federal laws, including the

    San Francisco's Fair Chance Ordinance

    .
    About Lob

    Automates and simplifies direct mail and address verification.


    Company Size:
    People


    Year Founded:
    Not Specified


    Country:
    United States


    Company Status:
    Actively Hiring

    Looking for Partners

    Looking for Clients

    Raising Funds

    Share This Job
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