VP of Customer Success
$230k - $265k+ Equity
Expert
Los Angeles, CA, USA
In PersonIn-office at the Los Angeles headquarters in Marina Del Rey.
Sales & Account ManagementAccount Management
About the job
Requirements
- At least 8 years of Customer Success and/or Account Management experience, including senior leadership managing managers, in a B2B SaaS or platform business.
- Demonstrated ownership of adoption and utilization metrics as well as renewal funnels and upsell motions.
- Experience in an organization with a services or agency component, such as demand generation, paid social, or paid media, and ability to discuss campaign return on advertising spend (ROAS) and attribution.
- A track record of building and scaling Customer Success and Account Management teams, processes, and infrastructure.
- Hands-on technical fluency with pivot tables and customer data analysis, and ability to scope workflows in tools such as HubSpot and Asana.
- Experience selecting and implementing a Customer Success platform.
- Data-driven, AI-forward approach and active identification of ways to apply AI to team workflows.
- Ability to execute hands-on while leading strategically in a fast-paced, high-growth environment.
- Willingness and ability to work in-office at LettrLabs' Los Angeles headquarters in Marina Del Rey.
Responsibilities
- Own activation, utilization, retention (GRR/NRR), and spend-growth metrics across the customer portfolio.
- Unify and scale the Customer Support, Customer Success, and Account Management teams into one well-instrumented organization.
- Define and execute onboarding, reporting, and retention playbooks aligned to the product and growth trajectory.
- Build a Voice of Customer program, including case studies and customer proof points, to support Marketing and Sales.
- Own the team KPI for spend driven through scaled partnerships, including distributors, agencies, and integration partners.
- Lead, unify, and grow the combined Customer Success and Account Management organization, including CS Managers, Customer Service, Support Account Coordinators, Account Managers, and Account Coordinators.
- Partner with existing CS and AM leaders to define team structure, roles, and career paths for current and future needs.
- Recruit, hire, and develop the team alongside existing leadership, and build accountability, customer focus, and continuous improvement.
- Train and enable Account Coordinators with tools and playbooks to drive spend on monthly accounts and support customers through annual enterprise upsell.
- Own gross revenue retention and net revenue retention across the customer base.
- Own time to activation and activation utilization rate as indicators of customer health and future retention.
- Drive overage and spend growth across the existing customer base.
- Partner with Sales on renewal and upsell strategy, pipeline, and go-to-market motion for annual enterprise accounts.
- Own the scaled-partnerships spend KPI delivered through the Account Coordinator team, converting monthly accounts into annual enterprise upsell.
- Design and own the end-to-end CS/AM operating model, including onboarding, playbooks, tooling, and reporting.
- Build and maintain reporting for core KPIs, including time to activation, activation utilization, overage, GRR, and NRR, and present regular business reviews.
- Scope and help build workflows in HubSpot and Asana to support day-to-day team execution.
- Evaluate, select, and implement a Customer Success platform for the team.
- Apply analytical rigor by building pivot tables and directly analyzing customer performance data.
- Identify and champion applications of AI across CS and AM workflows.
- Drive an end-to-end customer experience that improves NPS and strengthens retention.
- Enable the CS team to discuss campaign ROAS and analyze customer performance data as a demand-generation or paid-media agency would.
- Build a structured Voice of Customer program, including customer case studies, that supports Marketing and Sales.
- Partner with Sales, Product, and Marketing to create a seamless client experience from contract through renewal.
About the company
LettrLabs is a marketing technology company focused on direct mail. The company combines campaign design, audience targeting, automation, attribution, printed postcards, and robotic handwriting options. It serves businesses and organizations using mail for acquisition, retention, fundraising, and outreach. Its operating model centers on a software platform coordinated with creative, printing, fulfillment, and campaign operations. Teams work across product, engineering, growth, sales, creative, print operations, logistics, and customer success. The organization combines direct-mail technology expertise with practical delivery for marketing teams.
Company Size
N/A
Company Stage
N/A
Total Funding
N/A
Headquarters
Los Angeles, California
Founded
N/A
Simplify's Take
What believers are saying
- Case studies show 37.74x ROI for Gorjanc and $1M revenue in nine months.
- The company is still actively offering $15,000 credits and 2026 partnership programs.
- Its 2026 website and LinkedIn updates indicate active product iteration and selling momentum.
What critics are saying
- Lob, PebblePost, and Reachdesk compete directly on automation and enterprise distribution.
- Case-study heavy marketing signals weak independent validation and dependence on self-reported ROI.
- If robotic handwriting loses novelty, lettrlabs' core edge collapses by 2027.
What makes LettrLabs unique
- LettrLabs pairs robotic handwriting with direct mail automation, unlike standard postcard platforms.
- It sells an all-in-one system: targeting, design, tracking, and campaign automation.
- Its case studies focus on niche verticals like HVAC, plumbing, and e-commerce.
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Benefits
- Company Equity