---
title: 'Customer Success Manager - Strategic Support at Lob'
canonical: 'https://feeny.ai/job/customer-success-manager-strategic-support-lob-united-states-vh93xjcgsevb'
type: 'job'
last_seen: '2026-09-06'
---

# Customer Success Manager - Strategic Support at Lob

- **Company:** Lob
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-08-11
- **Last confirmed live:** 2026-09-06
- **Apply:** http://www.lob.com/careers/apply?gh_jid=8115242

## Job description

Lob was founded in 2013 by technical co-founders with a vision to connect the world one mailbox at a time. Today, we're transforming the way businesses use direct mail and bringing the power of technology to a traditionally manual channel.

Our modern logistics and fulfillment engine helps businesses to build and scale high-quality, personalized direct mail programs without the operational burden. As we grow to meet the evolving needs of our customers and expand our product offerings, we’re building a team to shape the future of direct mail.

Customer Success Manager - Strategic Support

In this role, you will support our Strategic Account Manager as a post-sales relationship contact for our largest and most complex enterprise clients. In this role, you will partner hand-in-hand with a Strategic Account Manager to manage account health, drive product adoption, and deliver executive-level business reviews. You will help orchestrate client success—combining data analysis, project management, and cross-functional coordination to maximize retention and help drive expansion.

As the Customer Success Manager - Strategic Support, you’ll…

- Support post-sales activity for customers through touch points that require product knowledge, prioritization planning, project management and the ability to quickly build rapport
- You will collaborate cross functionally to mitigate churn and to identify expansion opportunities
- Develop deep knowledge of customers’ organizational dynamics and the role of direct mail in achieving business objectives
- Support and lead discussions around achieving results and innovating with direct mail for customer success and account management to lift skill and capacity across the organization
- Contribute to and execute playbooks enabling customers’ experimentation, iterative testing and learning to deepen customer engagement and ROI
- Solicit customer feedback and collaborate with Lob’s product and fulfillment to show responsiveness and commitment to continuous improvement
- Develop and execute end-to-end programs focused on driving product adoption that lead to retention or expansion
- Bring the voice of the customer as you partner with the Revenue, Product & Engineering,  and Finance teams to share customer feedback, deliver outstanding client experiences, and have a direct impact on building our customer-centric culture at Lob

What will you bring to this role…

- A Minimum of 3-5 years of Enterprise experience in SaaS customer success.
- Experience working with Direct Mail preferred (but not required).
- Comfortable discussing API workflows, integrations, and technical platform data.
- Skilled at bridging the gap between technical teams (Engineering/Product) and business stakeholders (Marketing/Operations/Executives).
- Ability to communicate, present to, and influence key stakeholders at all levels of the customers’ organization, including executive and C-level
- Lifecycle marketing, driving engagement and product adoption driving idea customer behavior via scaled engagements
- Proven track record implementing programmatic solutions and automation
- Ability to listen to the customer and translate their business needs into a personalized consultation
- You’re excited to help build a new team and drive a huge impact
- Self-starter who has fresh ideas when it comes to growing customer engagement
- Great prioritization skills and ability to execute on customer-facing activities
- You have a track record of successfully iterating programs to achieve goals and ability to make changes on the fly and continuously improve our processes
- Highly data-driven and intrigued by the challenge of delivering an awesome Lob experience to hundreds of customers
- Strong numeracy skills
- Advanced problem-solving skills and verbal and written communication skills
- Excellent listening, negotiation, and presentation abilities
- Familiarity with Salesforce
- Consistent track record of achieving personal and team goals
- Experience in the marketing automation software and/or and direct mail experience are a plus
- Gratitude, a sense of purpose, and a kind and generous demeanor are a must!

## Compensation Information

The compensation for this role consists of a base salary, variable, and RSUs

Annual Salary Band: $80,000.00 - $87,500.00 + Variable: $10,000.00 - $15,000.00

## <#LI-REMOTE #LI-RW1

“Lob’s salary ranges are based on market data, relative to our size, industry and stage of growth. Salary is one part of total compensation, which also includes equity, perks and competitive benefits. Salary decisions are based on many factors including geographic location, qualifications for the role, skillset, proficiency and experience level. Lob reasonably expects to pay candidates who are offered roles within the provided salary ranges.”

We offer remote working opportunities in AZ, CA, CO, DC, FL, GA, IA, IL, MA, MD, MI, MN, MT, NE, NC, NH, NJ, NV, NY, OH, OR, PA, RI, TN, TX, UT, and WA, unless specified otherwise in the job description above.

If you are looking for a progressive, fun-spirited, and mentally stimulating environment, come join us at Lob!

Our Commitment to Diversity

Lob is an equal opportunity employer and [values diversity](https://www.lob.com/blog/power-diversity-starts-data) of [backgrounds and perspectives](https://www.lob.com/blog/a-commitment-to-diversity) to cultivate an environment of understanding to have greater impact on our business and customers. We encourage under-represented groups to apply and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or criminal history in accordance with local, state, and/or federal laws, including the [San Francisco’s Fair Chance Ordinance](https://sfgov.org/olse/sites/default/files/Document/FCO%20Art.%2049%20Official%20Notice%20to%20print%202017.pdf).

Recent awards

[#88 on BuiltIn's Best Remote Midsize Companies to Work For in 2025](https://builtin.com/awards/remote/2025/best-midsize-places-to-work) BuiltIn Best Remote Midsize Companies to Work For in 2024 BuiltIn Best Midsize Companies to Work For 2022

## About Lob

## Company Overview
- **One-liner**: Lob is a direct mail automation platform and print network that combines software APIs with a nationwide print delivery network to help businesses send personalized, trackable mail at scale.
- **Entity Type**: Private (Series C; total funding of $82.4M)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2013
- **Founders**: Not publicly listed on primary sources (founded by Y Combinator alumni)

## Core Business
- **Primary industry**: Direct Mail Automation / SaaS / Print & Mail Infrastructure
- **Target customers**: B2B, serving over 12,000 companies including tech, e-commerce, financial services, healthcare, and direct-to-consumer brands
- **Mission or purpose statement**: To bring the speed, personalization, and measurability of digital channels to direct mail, while operating sustainably (100% carbon neutral, plants more trees than it uses)

## Products & Services
- **Lob Direct Mail Platform**: A SaaS dashboard for designing, segmenting, personalizing, and tracking direct mail campaigns.
- **Lob APIs**: Award-winning APIs (Postman Award Winner, Best API) that allow developers to programmatically create, send, and track mailpieces.
- **Postal IQ**: Proprietary routing intelligence that selects the most efficient USPS entry point for every mailpiece, reducing transit time and stabilizing costs.
- **Print Delivery Network**: A nationwide network of vetted, secure printers that produce mail near its final destination, enabling fast, scalable fulfillment.
- **Address Verification**: API-based address validation and correction to reduce waste and improve deliverability.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Annual revenue of ~$65.5M (LinkedIn estimate, 2026); Total funding of $82.4M
- **Notable Investors**: Y Combinator (seed), Polaris Partners (Series A lead), and other institutional investors
- **Growth Signals**:
    - 109 employees (+7.1% YoY)
    - Over 1 billion mailpieces delivered
    - 12,000+ customers
    - Named "2026 Delivery Platform of the Year" by SupplyTech Breakthrough Awards
    - Recognized as a "2026 Best Places to Work" (Built In)
- **Customer Base**: 12,000+ companies across healthcare, finance, e-commerce, and tech

## Competitive Advantages
- **Only unified platform**: Lob is the only direct mail platform that combines campaign tools, APIs, Postal IQ routing, and a nationwide Print Delivery Network in one solution.
- **Postal IQ moat**: Proprietary routing intelligence that optimizes USPS entry points, a hard-to-replicate logistical advantage.
- **Compliance & security**: Supports HIPAA, GDPR, CCPA/CPRA, making it a trusted partner for regulated industries.
- **Sustainability differentiator**: 100% carbon neutral, plants more trees than it uses — a unique selling point in a traditionally wasteful industry.
- **Developer-first approach**: Award-winning APIs with strong documentation and community, making it easy for engineering teams to integrate.

## Strategic Focus
- **Product-led growth**: Continuing to invest in API and platform capabilities to make direct mail as easy to use as email or digital ads.
- **Scaling the Print Delivery Network**: Expanding local production capacity to reduce transit times and costs for high-volume campaigns.
- **Data-driven mail**: Enhancing personalization, segmentation, and analytics to make direct mail more measurable and effective.
- **Sustainability leadership**: Deepening commitment to carbon neutrality and responsible paper sourcing as a brand differentiator.

## Why Work Here
- **Remote-first culture**: Operates from everywhere with a polished asynchronous work culture (Slack, Zoom, pair programming). Regular team offsites and in-person hangs maintain connection.
- **Comprehensive perks**: Remote-first culture, comprehensive health plans, health and wellness stipend, flexible time off, fertility/family planning support, parental leave.
- **Engineering culture**: 20% time for personal projects, engineer-led working groups (technical, equity, culture), strong emphasis on continuous learning and ownership. "People are constantly in Slack huddles" — collaborative, distributed engineering team.
- **Employee-led impact**: "Lob for Good" / Lob.org social impact program — employee-initiated, company-backed initiatives for racial justice, sustainability, and civic action.
- **Transparency & feedback**: Performance reviews focused on active feedback, year-round "pulse checks," and a culture of "we own the outcome."
- **Diverse team**: Employees across 7 countries (US, Mexico, Canada, France, Belarus, Pakistan, Philippines); 28% of workforce in technical roles.
- **Recognition**: Named a "Best Places to Work" (Built In, 2026); described by employees as "a progressive place" with both great culture and the structures to back it up.

## Sources
1. [lob.com/careers](https://www.lob.com/careers)
2. [lob.com](https://www.lob.com/)
3. [lob.com/about](https://www.lob.com/about)
4. [LinkedIn - Lob](https://www.linkedin.com/company/lob)
5. [Built In SF - Lob Culture](https://www.builtinsf.com/articles/lobs-employees-make-direct-mail-sustainable)

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