# Customer Success Manager - Strategic Support

**Company:** [Lob](https://hotfix.jobs/companies/lob)
**Location:** Remote
**Role:** Customer Success
**Salary:** $80k – $88k/yr
**Experience:** 3+ years
**Skills:** SaaS, Customer Success, Api Workflows, Integrations, Project Management, Lifecycle Marketing, Marketing Automation, Programmatic Solutions, Automation, Salesforce, Data Analysis, Product Adoption
**Posted:** 2026-08-18

> Supports strategic enterprise customers post-sale by managing account health, driving product adoption, coordinating cross-functional programs, and improving retention and expansion. Requires 3–5 years of enterprise SaaS customer success experience, technical fluency with APIs and integrations, and strong executive communication skills.

## Job Description

## Responsibilities
- Support post-sales activity for strategic enterprise customers through product-informed touchpoints, prioritization, project management, and relationship building.
- Partner with Strategic Account Managers to manage account health, drive product adoption, deliver executive business reviews, and maximize retention and expansion.
- Collaborate cross-functionally to mitigate churn and identify expansion opportunities.
- Develop customer knowledge and support discussions about direct mail results, innovation, experimentation, and ROI.
- Create and execute playbooks and end-to-end programs that deepen engagement, encourage iterative testing, and drive adoption, retention, or expansion.
- Gather customer feedback and partner with Product, Engineering, Fulfillment, Revenue, and Finance teams to improve the customer experience.
- Bridge technical teams and business stakeholders, including Marketing, Operations, and executive leaders.
- Iterate customer engagement programs, improve processes, and represent the voice of the customer.

## Requirements
- 3–5 years of enterprise SaaS customer success experience.
- Ability to discuss API workflows, integrations, and technical platform data.
- Experience communicating with, presenting to, and influencing executive and C-level stakeholders.
- Experience implementing programmatic solutions and automation.
- Strong prioritization, problem-solving, numeracy, listening, negotiation, presentation, verbal, and written communication skills.
- Data-driven approach to customer engagement and retention.
- Familiarity with Salesforce.
- Demonstrated achievement of personal and team goals.

## Nice-to-haves
- Direct mail experience.
- Lifecycle marketing or marketing automation software experience.
- Experience driving engagement and product adoption through scaled programs.

## Compensation
- Annual base salary: $80,000–$87,500.
- Variable compensation: $10,000–$15,000.
- Equity and benefits are also included.

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