<p><em>Location: Los Angeles, CA (In-Office) | Full-time</em></p> <h2 data-local-id="30388aaaba90" data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true" data-pm-slice="1 3 []">About the job</h2> <h3 data-local-id="31a2b026c194" data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true">The Role</h3> <p data-local-id="28b880c0fd70" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">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.</p> <p data-local-id="62deba514553" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">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.</p> <h3 data-local-id="752b1b1831dc" data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true">Why Join Us</h3> <ul class="ak-ul" data-local-id="93e0b5a53819" data-prosemirror-content-type="node" data-prosemirror-node-name="bulletList" data-prosemirror-node-block="true"> <li data-local-id="99676e534da9" data-prosemirror-content-type="node" data-prosemirror-node-name="listItem" data-prosemirror-node-block="true"> <p data-local-id="0d16a2aad566" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">High-ownership leadership role: unify Customer Success, Support, and Account Management into one organization and operating model from day one.</p> </li> <li data-local-id="0a122e7c54ae" data-prosemirror-content-type="node" data-prosemirror-node-name="listItem" data-prosemirror-node-block="true"> <p data-local-id="486dd8d88e0a" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">Own a metric set tied directly to revenue growth, including GRR/NRR, activation, and spend, not just product adoption.</p> </li> <li data-local-id="bdbe5a728992" data-prosemirror-content-type="node" data-prosemirror-node-name="listItem" data-prosemirror-node-block="true"> <p data-local-id="a17718d30c3e" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">Direct partnership with the CRO and executive team to shape post-sale strategy and go-to-market motion.</p> </li> <li data-local-id="b915c3f276d3" data-prosemirror-content-type="node" data-prosemirror-node-name="listItem" data-prosemirror-node-block="true"> <p data-local-id="539047ec0d70" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">Build the team, platform, and playbooks from the ground up as Lettrlabs scales its enterprise base.</p> </li> <li data-local-id="abc3f0af4db1" data-prosemirror-content-type="node" data-prosemirror-node-name="listItem" data-prosemirror-node-block="true"> <p data-local-id="42cb7510892d" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">Competitive compensation with OTE and meaningful equity upside.</p> </li> </ul> <h3 data-local-id="113761df8ea1" data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true">What You Will Own</h3> <p data-local-id="37b9f4ec1be6" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">Key Objectives</strong></p> <ul class="ak-ul" data-local-id="663a19e2-deec-4a11-bb05-76f709606491" data-prosemirror-content-type="node" data-prosemirror-node-name="bulletList" data-prosemirror-node-block="true"> <li data-local-id="d492f7b0-f558-4507-b743-64cca8deecab" data-prosemirror-content-type="node" data-prosemirror-node-name="listItem" data-prosemirror-node-block="true"> <p data-local-id="70e0d6c64846" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">Own activation, utilization, retention (GRR/NRR), and spend-growth metrics across the entire customer portfolio.</p> </li> <li data-local-id="caf45b25-110d-4c7e-92af-1cfeb9582a1a" data-prosemirror-content-type="node" data-prosemirror-node-name="listItem" data-prosemirror-node-block="true"> <p data-local-id="51b89bd609ee" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">Unify and scale the Customer Support, Customer Success, and Account Management teams into one high-performing, well-instrumented organization.</p> </li> <li data-local-id="a47f4e1f-a3dc-42bb-acba-5e78010e5055" data-prosemirror-content-type="node" data-prosemirror-node-name="listItem" data-prosemirror-node-block="true"> <p data-local-id="926b56ee1810" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">Define and exec