Location: Los Angeles, CA (In-Office) | Full-time
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.
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:
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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.
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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.
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Time to Value: Minimize the time from signature to live, tracked against three milestones: integration setup, automated campaign setup, and first direct mail sent.
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Advocacy: Build customer champions willing to provide references and feedback as your accounts see measurable ROI.