Account Manager

Location: Los Angeles, CA (In-Office) | Full-time

About the Job

The Role

LettrLabs is disrupting a $30B industry by uniting AI with tangible marketing. When a storm hits, our platform geo-locates to zip code, activates direct mail campaigns in minutes, and tracks every conversion back to digital, driving 5x return on conversions and 3x year-on-year growth for our customers. As an Account Manager, you will own the commercial relationship with a book of annual enterprise accounts. Customer Success gets customers live and active. Your job is to keep them, grow them, and renew them. You will lead renewals, identify and close expansion and upsell opportunities, and make sure every customer can see, in numbers, what LettrLabs is returning on their spend. You will work hand in hand with Customer Success, Sales, and Product, and you will be measured on retention, expansion, and spend growth, not just relationship health.

Why Join Us

Own the revenue relationship for a book of enterprise customers with direct, measurable impact on gross and net revenue retention.

Sell and grow a product that works: AI-triggered direct mail tied back to digital and tracked to conversion, with results customers can see.

Work directly with the CRO and the go-to-market team in a fast-growing company where your work is visible and ships quickly.

Help shape how Account Management operates as LettrLabs scales its enterprise base, including playbooks, renewal process, and reporting.

Competitive compensation with meaningful equity upside.

Success in This Role Looks Like

Retention: Renew annual enterprise accounts at a high rate, with renewal conversations started early and few surprises.

Expansion: Grow the spend and scope of your accounts over time through upsell, cross-sell, and expanded use cases.

Spend growth: Drive overage and spend above contracted commitments, the clearest signal customers are getting real value.

Proof of ROI: Every account has a clear, current view of campaign performance and return on ad spend that the customer trusts.

Advocacy: Build customer champions willing to provide references and case studies.

What You Will Own

Renewals and Retention

Own the renewal process for your book of annual enterprise accounts, starting well before the renewal date and managing it through to signature.

Track gross revenue retention and net revenue retention for your book and forecast renewals accurately in HubSpot.

Identify at-risk accounts early using usage, spend, and engagement signals, partner with Customer Success on a recovery plan, and escalate when needed.

Build strong relationships with executive sponsors and decision makers, not only day-to-day contacts.

Expansion and Upsell

Identify and close upsell and cross-sell opportunities across your accounts, including new locations, brands, use cases, and products.

Help accounts grow send volume and spend beyond their contracted commitment.

Partner with Sales on expansion strategy, pipeline, and deal support for larger opportunities.

Convert monthly and transactional accounts into annual enterprise contracts, working with the Account Coordinator team where applicable.

Performance Reporting and ROI

Lead business reviews with customers that translate campaign data into business results: spend, response, conversions, and ROAS.

Speak fluently about campaign performance, spend, and attribution, the way a performance marketing agency would for its clients.

Build and maintain account plans with clear goals, expansion targets, and next steps.

Cross-Functional Execution

Work closely with Customer Success so handoffs on activation, usage, and account health are clean and nothing falls between roles.

Bring customer feedback and requests to Product, and close the loop with customers on what ships.

Partner with Marketing on case studies, references, and proof points from successful accounts.

Leverage AI and Operational Tools

Use Claude and other AI tools daily to work faster: surfacing usage and spend trends, preparing business reviews, drafting customer communications, and generating reports.

Bring a work smarter, not harder mindset to renewals, forecasting, and reporting workflows.

What You Bring

5+ years in Account Management, Customer Success, or a renewals and expansion role in B2B SaaS or a platform business, with ownership of a book of business and a retention and expansion number. [Confirm range]

A track record of hitting renewal, retention, and expansion targets, and the ability to cite the numbers (GRR, NRR, renewal rate, expansion revenue).

Experience managing enterprise or multi-location customers, ideally with multiple stakeholders and executive sponsors.

Comfort having commercial conversations: pricing, contract terms, renewals, and upsell.

Ability to analyze performance and spend data and explain it clearly to a customer. Experience in a business with a marketing, advertising, or agency component, and fluency in ROAS and attribution, is a strong plus.

High emotional intelligence with excellent interpersonal and communication skills across stakeholder levels, including executives.

Proven ability to prioritize, manage deadlines, and push back with professionalism.

Comfortable navigating ambiguity and change in a startup environment. Resilient, action-oriented, and thrives under pressure.

Willing and able to work in-office at our Los Angeles HQ in Marina Del Rey.

Technical and Systems Expertise

Hands-on with HubSpot (companies, contacts, deals, renewals, forecasting). Salesforce or a comparable CRM is also fine.

Proficient in Google Workspace (Docs, Sheets, Slides), including building pivot tables and analyzing customer performance data directly.

Working familiarity with marketing automation and commerce platforms (for example Klaviyo, Shopify) and how data flows between systems.

Comfortable with project and workflow tools such as Asana, and with async communication in Slack and Confluence.

Uses