Customer Success Manager

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 remote, 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 Lettr Labs, someone who's consistently mailing and seeing real results.. Every customer who signs with Lettr Labs 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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

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…