Enterprise Customer Success Manager

Role Summary

We are hiring an Enterprise Customer Success Manager to own our most strategic customer relationships and support the Customer Success Lead in laying the foundation for the broader CS organization. This individual will manage accounts ranging from $75K up to $1M in annual spend, driving retention, adoption, and expansion. As an IC on a small team, they will be responsible for owning client relationships and supporting the Customer Success Lead in building the CS function.

Core Responsibilities

Enterprise Account Ownership

• Own the post-sales lifecycle for LettrLabs' customers.
• Drive NRR by reducing churn, increasing product adoption, and surfacing upsell/renewal opportunities.
• Lead QBRs, drive engagement around new features, and guide customers to discover additional use cases.
• Identify risk early and proactively address customer dissatisfaction.
  
  

Customer Success Leadership

• Serve as an IC to help support the CS lead in building the CS function.
• Develop playbooks for onboarding, adoption, health scoring, renewals, and escalation management.
• Support the set performance metrics for CS and build reporting to track KPIs (e.g., NRR, adoption/utilization).
  
  

Tooling & Infrastructure

• Support implementation of tooling (e.g., Gainsight, Catalyst, or alternatives appropriate for stage).
• Establish customer communication cadences and systems for managing success workflows.
• Support in creating a scalable approach to customer education and support materials.
  
  

Cross-Functional Collaboration

• Partner with Sales for seamless handoff and support in renewal/upsell motion.
• Work with Product to relay feedback, prioritize roadmap items, and align on key initiatives.
• Coordinate with Marketing to support feature adoption and customer advocacy.
  
  

Key Qualifications

• 5–8 years in Customer Success, Account Management, or post-sales roles with at least 2 years managing strategic/enterprise customers.
• Experience managing high-value contracts ($75K annually) and driving expansion.
• Demonstrated success in building or scaling CS orgs or processes.
• Strong understanding of NRR, churn, CSAT, and product engagement metrics.
• Bonus: Experience with direct mail, marketing automation, or SaaS for e-commerce or home services.
  
  

Actual base salary offered will be determined by: experience, skills, and work location. This range is meant to cover total compensation and benefits. We welcome you to apply even if your expectations are outside our listed range.

LettrLabs USA

$300,000—$350,000 USD

Actual base salary offered will be determined by: experience, skills, and work location. This range is for base salary, our total compensation includes equity and benefits. We welcome you to apply even if your expectations are outside our listed range.

LettrLabs is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

LettrLabs is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures and throughout employment. If you need assistance or any accommodation, please let us know.

LettrLabs does not accept unsolicited resumes from recruiters or employment agencies without a fully executed recruitment agreement in place. In the absence of such agreement, LettrLabs reserves the right to pursue and hire any candidates without an obligation to pay fees. Agencies are requested not to contact LettrLabs hiring managers or employees regarding recruiting services.