Customer Success Manager - Commercial

Customer Success Manager - Commercial

In this role,  you will manage a high volume book of business and lead the renewals process to retain and grow customer relationships. You will actively manage a SMB/MM book of business and work directly with key decision-makers to identify customer requirements and uncover roadblocks to ensure on-time commitments. You will maintain and report an accurate rolling annual- forecast of renewals in your book of business. You will negotiate and execute renewal contracts, in partnership with Legal and Finance, that align to customer goals. You will discover and identify upsell/cross-sell opportunities using analytical tools and upon contract renewal to maximize customer growth.

The Lob Customer Success Manager  is a high impact position, responsible for owning and executing a portfolio of SMB/MM customers. The ideal Customer Success Manager  is an experienced professional with a good understanding of customer success, renewals and contracts. This position is responsible for maximizing customer growth and minimizing churn while adding value to our customers in a scaled model. In this role, you will report to the Senior Manager of Commercial Account Management.

As the Customer Success Manager - Commercial, you’ll…

• 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
• You will 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

What will you bring to this role…

• 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
• Familiarity with Salesforce and ChurnZero (or similar Customer Success platform) strongly preferred
• Consistent track record of achieving personal and team goals
• Experience in the marketing automation software and/or and direct mail experience are a plus
• Gratitude, a sense of purpose, and a kind and generous demeanor are a must!

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