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LettrLabs · 4 hours ago

Enterprise Customer Success Manager

United States

Full-time

Remote

Senior Level

$300K/yr - $350K/yr

5+ years exp

LettrLabs is seeking an Enterprise Customer Success Manager to manage strategic customer relationships and support the Customer Success Lead in developing the CS organization. The role involves driving customer retention, adoption, and expansion while overseeing the post-sales lifecycle for high-value accounts.

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Responsibilities

Own the post-sales lifecycle for LettrLabs' customers

Drive NRR by reducing churn, increasing product adoption, and surfacing upsell/renewal opportunities

Lead QBRs, drive engagement around new features, and guide customers to discover additional use cases

Identify risk early and proactively address customer dissatisfaction

Serve as an IC to help support the CS lead in building the CS function

Develop playbooks for onboarding, adoption, health scoring, renewals, and escalation management

Support the set performance metrics for CS and build reporting to track KPIs (e.g., NRR, adoption/utilization)

Support implementation of tooling (e.g., Gainsight, Catalyst, or alternatives appropriate for stage)

Establish customer communication cadences and systems for managing success workflows

Support in creating a scalable approach to customer education and support materials

Partner with Sales for seamless handoff and support in renewal/upsell motion

Work with Product to relay feedback, prioritize roadmap items, and align on key initiatives

Coordinate with Marketing to support feature adoption and customer advocacy

Qualification

Customer Success ManagementAccount ManagementNRR UnderstandingHigh-Value Contract ManagementCS Org BuildingCustomer EducationCustomer AdvocacySaaS ExperienceMarketing AutomationCross-Functional Collaboration