VP of Customer Success

<h2>About the Role</h2> <p>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>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> <h2>Key Objectives</h2> <ul> <li>Own activation, utilization, retention (GRR/NRR), and spend-growth metrics across the entire customer portfolio.</li> <li>Unify and scale the Customer Support, Customer Success, and Account Management teams into one high-performing, well-instrumented organization.</li> <li>Define and execute onboarding, reporting, and retention playbooks aligned to Lettrlabs' product and growth trajectory.</li> <li>Build a Voice of Customer program — case studies and customer proof points — that fuels marketing and sales.</li> <li>Own the team KPI of spend driven via scaled partnerships (distributors, agencies, integration partners).</li> </ul> <h2>Core Responsibilities</h2> <h3>Team Leadership &amp; Organizational Development</h3> <ul> <li>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.</li> <li>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.</li> <li>Recruit, hire, and develop the team alongside existing leadership; build a culture of accountability, customer focus, and continuous improvement.</li> <li>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.</li> </ul> <h3>Retention, Expansion &amp; Spend Growth</h3> <ul> <li>Own gross revenue retention (GRR) and net revenue retention (NRR) across the full customer base.</li> <li>Own time to activation and activation utilization rate as leading indicators of customer health and future retention.</li> <li>Drive overage and spend growth across the existing customer base — the clearest signal of realized plat