Customer Success Manager

LettrLabs

. Own the full post-sale customer journey, including onboarding, activation, renewals, and growth .

Posted 11/4/2026full-timeRemote • California • United StatesMid-LevelSenior💰 $100,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing the full post-sale customer journey, including onboarding, activation, and renewals, while leveraging marketing automation tools and CRM systems to drive customer success and engagement. Proficient in utilizing data analysis and AI tools to enhance customer interactions and optimize performance metrics.

Highest-signal resume keywords

Customer Success ManagementOnboarding Process ExecutionMarketing Automation FamiliarityGoogle Workspace ProficiencyCRM Data Flow Understanding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

OnboardingActivationRenewalsSystem IntegrationsData AnalysisAPI LogicCampaign SetupUsage Metrics TrackingDirect-Mail ManagementWorkflow Diagnosis

Soft Skills

Emotional IntelligenceInterpersonal CommunicationUrgency in ExecutionResilienceProfessional Pushback

Tools & Technologies

Google WorkspaceHubSpotSalesforceShopifyKlaviyoZapierClaudeSlackConfluenceAsynchronous Communication Platforms

Industry Keywords

Customer JourneyAccount ManagementSaaS PlatformsMarketing AutomationCross-Platform Workflows

About the role

Key responsibilities & impact

Own the full post-sale customer journey, including onboarding, activation, renewals, and growth
Drive customer activation and usage by monitoring utilization, identifying dormant or at-risk accounts, and re-engaging them
Manage automations, audience/list setup, tracking, and suppression to drive direct-mail sending
Diagnose and resolve technical, workflow, and buy-in blockers
Execute onboarding against integration setup, automated campaign setup, and first direct-mail send milestones
Build and improve repeatable onboarding playbooks and mutually agreed launch timelines
Help customers expand send volume, use cases, list growth, and campaign cadence
Partner with Sales on upsell and cross-sell opportunities
Track book-of-business performance against contracted value and address underperformance
Maintain usage-based health scoring and account-specific success plans
Escalate systemic blockers to product, operations, and data teams
Coordinate with product, design, operations, and data teams
Use Claude and other AI tools to surface usage trends, draft customer communications, and generate reports

Requirements

What you’ll need

5-8 years in Customer Success, Onboarding, or Account Management with full life-cycle ownership (onboarding, activation, renewals)
Track record of hitting usage, adoption, or activation-style metrics
Ability to run onboarding with urgency, set timelines, hold customers accountable, and unblock technical issues
High emotional intelligence and excellent interpersonal and communication skills
Familiarity with marketing automation or SaaS platforms
Ability to prioritize, manage deadlines, and push back professionally
Comfort navigating ambiguity and change in a startup environment
Resilient, action-oriented, and able to thrive under pressure
Working knowledge of system integrations, including Zapier, webhooks, and cross-platform workflows
Proficient or expert-level in Google Workspace, including manipulating large datasets and generating dashboards/pivot tables
Understanding of CRM data flows and ability to operate in HubSpot and Salesforce
Familiarity with Shopify and Klaviyo
Understanding of API logic and data flow mapping sufficient to diagnose integration issues
Daily use of AI tools such as Claude
Expert-level communication across email, Slack, Confluence, and other asynchronous platforms

Benefits

Comp & perks

Medical, dental, and vision coverage
Equity in a fast-growing company
401(k) plan
Flexible PTO and paid holidays