LettrLabs
VP of Customer Success
Los Angeles, CA · Vp
Sponsorship not specified$230k-$265kDetected 1 day ago
Data AnalysisHubSpotAccount ManagementCustomer SuccessCustomer SupportLeadership
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Lottery odds (Level IV)94
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About the role
- 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.
- Define and execute onboarding, reporting, and retention playbooks aligned to Lettrlabs' product and growth trajectory.
- Team Leadership & Organizational Development
Responsibilities
- Lettrlabs is looking for a VP of Customer Success to own the entire post-sale customer journey - from first activation through renewal and expansion.
- 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.
- 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.
- 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).
- 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.
- Own gross revenue retention (GRR) and net revenue retention (NRR) across the full customer base.
Requirements
- 8+ years of Customer Success and/or Account Management experience, including senior leadership managing managers, in a B2B SaaS or platform business.
- 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.
- Experience selecting and implementing a Customer Success platform.
Compensation
- 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.
Benefits
- Own time to activation and activation utilization rate as leading indicators of customer health and future retention.
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This listing is sourced directly from LettrLabs's careers page and normalized into a canonical job model.