Lob · 3 hours ago
Customer Success Manager - Commercial
United States
Contract
Remote
Mid Level
$70K/yr - $80K/yr
3+ years expLob is a company focused on transforming direct mail through technology. The Customer Success Manager - Commercial will manage a high volume book of business, lead the renewals process, and work closely with customers to maximize growth and minimize churn.
Courier ServiceDeveloper APIsHealth CareMarketingSaaSShippingSoftware
Responsibilities
Manage post-sales activity for SMB/MM customers through touch points that require product knowledge, prioritization planning, project management and the ability to quickly build rapport
Collaborate cross functionally to mitigate churn and to identify expansion opportunities
Meet with clients to establish strong relationships and solidify their Direct Mail programs with Lob
Responsible for creating renewal agreements and sending them to customers at least a minimum of 90 days in advance
Accurately maintain a running forecast of your portfolio and communicate risk and growth opportunities to the needed internal teams
Proactively identify and flag churn risk and work actively with a broader account team to mitigate
Develop and execute end-to-end programs focused on driving product adoption that lead to retention or expansion
Demonstrate high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses
Connect with customers via scalable channels (email, webinars, etc.) to help solve problems
Develop, test, and iterate on scaled playbooks and engagement strategies
Analyze customer data to build and execute engagement strategies within your customer portfolio
Bring the voice of the customer as you partner with the Revenue, Product & Engineering, and Finance teams to share customer feedback, deliver outstanding client experiences, and have a direct impact on building our customer-centric culture at Lob
Qualification
Required
3-5 years of Enterprise experience in SaaS renewals, account management, customer success, and sales
Experience with a high volume Book of Business (100+ customers)
Proven skill with juggling multiple renewals in a given quarter while maintaining strong attention to detail
Ability to communicate, present to, and influence key stakeholders at all levels of the customers' organization, including executive and C-level
Lifecycle marketing, driving engagement and product adoption driving idea customer behavior via scaled engagements
Proven track record implementing programmatic solutions and automation
Ability to listen to the customer and translate their business needs into a personalized consultation
Significant level of comfort interacting with a high volume of customers, over a variety of mediums (phone, email, webinars)
You're excited to help build a new team and drive a huge impact
Self-starter who has fresh ideas when it comes to growing customer engagement
Great prioritization skills and ability to execute on customer-facing activities
You have a track record of successfully iterating programs to achieve goals and ability to make changes on the fly and continuously improve our processes
Highly data-driven and intrigued by the challenge of delivering an awesome Lob experience to hundreds of customers
Strong numeracy skills
Value-based selling skills
Advanced problem-solving skills and verbal and written communication skills
Excellent listening, negotiation, and presentation abilities
Consistent track record of achieving personal and team goals
Gratitude, a sense of purpose, and a kind and generous demeanor are a must!
Preferred
Familiarity with Salesforce and ChurnZero (or similar Customer Success platform) strongly preferred
Experience in the marketing automation software and/or and direct mail experience are a plus
Benefits
Equity
Perks
Competitive benefits
Company
Lob
Lob provides direct mail and address verification APIs which allows businesses to send personalized mail to their customers.
201-500 employees
H1B Sponsorship
Lob has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (4)
2023 (1)
2022 (5)
2021 (5)
Funding
Current Stage
Growth StageTotal Funding
$82.26MKey Investors
Y Combinator Continuity FundPolaris PartnersY Combinator
2021-02-25Series C· $50M
2019-11-08Series C
2017-05-31Series B· $22.86M
Leadership Team
Harry Zhang
Co-Founder
David Pickel
CFO
Recent News
2025-12-29
2025-11-13
Company data provided by crunchbase