Location: Los Angeles, CA (In-Office)  |  Full-time

Overview

As a Customer Success Manager, your job is simple to state and hard to execute: get customers sending direct mail, fast, and keep finding new ways to help them grow their program and see real results. You'll own the full post-sale journey (onboarding, activation, and growth) for your book of business, removing the technical and organizational blockers that keep a customer from mailing and building the habits that keep them engaged and consistently seeing value. 

You'll thrive in a fast-paced startup environment where flexibility, proactivity, and a bias toward action are essential.

This role is based out of our Los Angeles office. We recognize there's real value in remote work, and there will be times you'll need to work remotely, but the expectation for this role is that you're in the office five days a week.

Mission

Your mission is simple: turn every new customer into an active, growing user of LettrLabs, someone who's consistently mailing and seeing real results.. Every customer who signs with LettrLabs has committed to a monthly direct mail budget, and your job is to get them live as quickly as possible, keep them consistently active, and help them grow their campaigns. Success is measured in activation, overage, and speed to first value, not just relationship health.

Success in This Role Looks Like

This is a metrics-driven role. Rather than being judged on relationship health alone, your performance is tracked across three clear, numbers-based areas:

• Usage: Keep the group of customers you manage highly utilized, meaning a high percentage of them are actively using the product (sending direct mail) in any given month. This is essentially a utilization score: how much of your portfolio is truly active, not just signed up.
• Expansion: Help a growing share of your customers expand their program over time, so their usage and the results they're seeing grow well beyond where they started.
• Time to Value: Minimize the time from signature to live, tracked against three milestones: integration setup, automated campaign setup, and first direct mail sent.
• Advocacy: Build customer champions willing to provide references and feedback as your accounts see measurable ROI.

Key Responsibilities

Drive Activation & Usage

• Monitor engagement across your portfolio against your utilization goal; proactively identify dormant or at-risk accounts and re-engage them before they go inactive.
• Own the levers that drive sending: automations, audience/list setup, tracking, and suppression, and make sure customers are actually using them.
• Diagnose why an account isn't mailing (technical, workflow, or buy-in issues) and clear the path to get them sending again.

Accelerate Time to Value

• Own onboarding execution against the three core milestones: integration setup, automated campaign setup, and first direct mail send.
• Build and continuously improve repeatable onboarding playbooks, and hold customers accountable to a clear, mutually agreed launch timeline.
• Identify and resolve technical or process blockers (data feeds, integrations, creative approvals) that delay a customer's start.

Expand Usage & Impact

• Help customers scale send volume beyond their contracted monthly commitment through expanded use cases, list growth, and increased campaign cadence.
• Partner with Sales to spot and act on upsell and cross-sell opportunities as soon as usage trends signal a customer is ready to expand.
• Track book-of-business performance against contracted value and flag underperforming accounts early, with a plan to close the gap.

Manage Account Health & Risk

• Maintain a structured, usage-based health scoring system, rooted in activation, expansion signals, and milestone completion, to catch at-risk accounts before they churn.
• Build and maintain account-specific success plans tied directly to activation, expansion, and time-to-value targets, and evolve them as customer priorities shift.
• Escalate systemic or recurring blockers to product, ops, and data teams, and drive them to resolution.

Cross-Functional Execution

• Coordinate across product, design, ops, and data teams to remove technical or workflow barriers standing between a customer and their next send.
• Communicate clearly and tactfully across internal and customer stakeholders, prioritizing competing demands without losing sight of the activation goal.

Leverage AI & Operational Tools

• Use Claude and other AI tools daily to work faster: surfacing usage trends, drafting customer communications, and generating reports.
• Bring a “work smarter, not harder” mindset to onboarding, account management, and reporting workflows.

Technical & Systems Expertise

This role requires strong technical fluency and operational agility. The ideal candidate will:

• Have working knowledge of system integrations, including Zapier, webhooks, and cross-platform workflows.
• Be proficient or expert-level in Google Workspace tools (Docs, Sheets, Slides), including manipulating large datasets and generating dashboards/pivot tables.
• Understand how data flows through CRMs like HubSpot and Salesforce. Be able to operate within those systems, since integrations with them are central to how customers use our product.
• Be comfortable with key SaaS and marketing automation platforms like Shopify and Klaviyo.
• Understand how systems talk to each other (e.g., API logic, data flow mapping) well enough to diagnose integration issues that block activation.
• Use AI tools like Claude daily to streamline work, and ideally, help teach the team how to get more from them.
• Be an expert-level communicator across email, Slack, Confluence, and other async platforms.

Ideal Candidate Profile

• 5– 8 years in Customer Success, Onboarding, or Account Management with full life-cycle ownership (onboarding, activation, renewals).
• A track record of hitting usage, adoption, or activation-style metrics, not just relationship or satisfaction scores.
• Proven ability to run onboarding with urgency: setting timelines, holding customers accountable, and unblocking technical issues without waiting on someone else.
• High emotional intelligence with excellent interpersonal and communication skills across stakeholder levels.
• Familiarity with marketing automation, or SaaS platforms.
• Proven ability to prioritize, manage deadlines, and push back with professionalism.
• Comfortable navigating ambiguity and change in a startup environment.
• Resilient, action-oriented, and thrives under pressure.

Startups & Scale

Working at LettrLabs means embracing the fast-moving, ever-evolving reality of a growing startup. We pride ourselves on being a performance-based company with a bias toward action, and we move quickly. The ideal candidate:

• Thrives in ambiguous situations where processes are still being built.
• Moves quickly and iterates without getting stuck in perfectionism.
• Adapts to shifting priorities, evolving customer needs, and business pivots.
• Stays calm under pressure and sees obstacles as opportunities.
• Takes initiative and brings solutions, not just problems, to the table.