Customer Success Manager
US$100,000 – US$120,000 / yr base salary
Posted 11 Aug 2026
BranchFactor Summary
The original posting with the fluff stripped out
- Expected experience
- 5–8 yrs
- Management level
- Individual contributor
- Employment
- Remote
| Base salary | US$100,000 – US$120,000 / yr |
|---|
About the job
The Role
As a Customer Success Manager, the 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. This role owns the full post-sale journey (onboarding, activation, and growth) for a 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.
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 the 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, usage, and speed to first value, not just relationship health.
Why Join Us
Success in This Role Looks Like:
- Usage: Keep the managed group of customers highly utilized, meaning a high percentage are actively using the product (sending direct mail) in any given month.
- Expansion: Help a growing share of customers expand their program over time, so usage and results 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 accounts see measurable ROI.
What You Will Own
Drive Activation & Usage
- Monitor engagement across the portfolio against a 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.
Accelerate Time to Value
- 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.