Lob

About the Company

Lob automates and personalizes direct mail at any scale, bringing the speed and features you expect from your digital channels to direct mail for the first time. From creation to carbon neutral printing and delivery, Lob makes it easy to integrate, send, and measure every piece. Over 12,000 businesses trust Lob to transform their direct mail. Learn more at lob.com

Listed Jobs

Company Name

Lob

Job Title

Customer Success Manager - Commercial

Job Description

Job title: Customer Success Manager – Commercial Role Summary Manage a high‑volume SMB/MM customer portfolio to drive renewals, retain accounts, and identify upsell opportunities. Own end‑to‑end renewal cycles, forecast risk and growth, and collaborate cross‑functionally to maximize customer success and reduce churn. Expectations - Deliver on renewal targets for 100+ SMB/MM customers. - Maintain proactive, data‑driven engagement plans and forecast all renewals at least 90 days ahead. - Secure expansion and upsell revenue through analysis of usage and value realization. - Partner with Legal, Finance, Product, Engineering, and Revenue teams to align contracts to customer goals. Key Responsibilities - Own renewals: negotiate contracts, prepare agreements, and manage closing processes. - Forecast and report portfolio health, flaging churn risk and growth opportunities. - Lead post‑sales engagement: conduct check‑ins, webinars, and email campaigns to drive product adoption. - Design, test, and iterate scalable playbooks for retention and expansion. - Gather and advocate customer feedback to internal stakeholders. - Conduct analysis of customer data to inform engagement strategies. Required Skills - 3–5 years SaaS customer success/account‑management experience with renewals. - Proven ability to manage 100+ accounts concurrently, meeting renewal quotas. - Strong communication, presentation, and negotiation skills; ability to influence executives. - Data‑driven mindset with proficiency in Salesforce, ChurnZero (or similar), and analytical tools. - Experience designing programmatic engagement and automation programs. - Excellent listening, problem‑solving, and prioritization abilities. - Value‑based selling and strong numeracy skills. Required Education & Certifications - Bachelor’s degree in Business, Marketing, or related field. - Professional certifications in SaaS customer success or account management preferred (e.g., Certified Customer Success Manager, CSMP).

United states

Remote

22-01-2026