Vice President of Customer Success

About the Role

Lettrlabs is looking for a VP of Customer Success to own the entire post-sale customer journey — from first activation through renewal and expansion. This leader will unify our Customer Success organization (Customer Success Managers, Customer Service, and Support Account Coordinators) with our Account Management function (renewals and upsell across our annual enterprise base), building one strategy, one operating model, and one set of metrics across both.

Our platform's value shows up in how much customers spend and deploy through it and the ROAS of the campaigns — not just how often they log in. You'll build a team that can speak fluently about adoption and utilization and about campaign ROAS, spend performance, and attribution, the way a demand-gen or paid-media agency would for its clients.

Key Objectives

• Own activation, utilization, retention (GRR/NRR), and spend-growth metrics across the entire customer portfolio.
• Unify and scale the Customer Support, Customer Success, and Account Management teams into one high-performing, well-instrumented organization.
• Define and execute onboarding, reporting, and retention playbooks aligned to Lettrlabs' product and growth trajectory.
• Build a Voice of Customer program — case studies and customer proof points — that fuels marketing and sales.
• Own the team KPI of spend driven via scaled partnerships (distributors, agencies, integration partners).

Core Responsibilities

Team Leadership & Organizational Development

• 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 current CS and AM leaders already in place to define team structure, roles, and career paths that support today's needs and tomorrow's growth.
• Recruit, hire, and develop the team alongside existing leadership; build a culture of accountability, customer focus, and continuous improvement.
• Train and enable Account Coordinators with the tools and playbooks they need to drive spend on monthly accounts and support customers through to annual enterprise upsell.

Retention, Expansion & Spend Growth

• Own gross revenue retention (GRR) and net revenue retention (NRR) across the full customer base.
• Own time to activation and activation utilization rate as leading indicators of customer health and future retention.
• Drive overage and spend growth across the existing customer base — the clearest signal of realized platform value.
• Partner with Sales on renewal and upsell strategy, pipeline, and go-to-market motion for annual enterprise accounts.
• Own the scale-partnerships spend KPI delivered through the Account Coordinator team, converting monthly accounts into annual enterprise upsell.

Strategy, Operations & Reporting Infrastructure

• Design and own the end-to-end CS/AM operating model: onboarding, playbooks, tooling, and reporting.
• Build and maintain reporting across all core KPIs — time to activation, activation utilization, overage, GRR, and NRR — and present regular business reviews.
• Scope and help build out workflows inside HubSpot and Asana to support the team's day-to-day execution.
• Evaluate, select, and implement a new Customer Success platform to support the team at scale.
• Bring strong hands-on analytical rigor — comfortable building pivot tables and analyzing customer performance data directly.
• Identify and champion new ways to apply AI across CS and AM workflows, in line with Lettrlabs' broader AI-forward culture.

Customer Experience, ROAS Enablement & Voice of Customer

• Drive a delightful end-to-end customer experience that improves NPS and strengthens retention.
• Enable the CS team to speak fluently about the ROAS of customer campaigns and to slice customer performance data the way a demand-gen or paid-media agency would for its clients.
• Build a structured Voice of Customer program, including customer case studies, that feeds Marketing and Sales.
• Partner cross-functionally with Sales, Product, and Marketing to create a seamless client experience from contract through renewal.

Requirements

• 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 both sides of the retention/expansion equation: adoption/utilization metrics and renewal funnels/upsell motions.
• Experience in an organization with a services or agency component — e.g., demand generation, paid social, or paid media — with the ability to discuss campaign ROAS and attribution.
• Proven track record building and scaling CS/AM teams, processes, and infrastructure.
• Strong technical fluency: hands-on with pivot tables and customer data analysis; comfortable scoping workflows in tools like HubSpot and Asana.
• Experience selecting and implementing a Customer Success platform.
• Data-driven, AI-forward operator who actively looks for new ways to apply AI to team workflows.
• Comfortable operating in a fast-paced, high-growth environment — able to roll up their sleeves and execute while also leading strategically.
• Willing and able to work in-office at Lettrlabs' Los Angeles HQ in Marina Del Rey.