Lob was founded in 2013 by technical co-founders with a vision to connect the world one mailbox at a time. Today, we're transforming the way businesses use direct mail and bringing the power of technology to a traditionally manual channel.
Our modern logistics and fulfillment engine helps businesses to build and scale high-quality, personalized direct mail programs without the operational burden. As we grow to meet the evolving needs of our customers and expand our product offerings, we’re building a team to shape the future of direct mail.
Director, Customer Solutions
As the Director of Customer Solutions, you will be responsible for securing high-impact pre-sales technical wins and accelerating implementation velocity. Your day is spent ensuring our most complex customers start sending mail at scale as quickly as possible. You’ll lead an elite team of technical advisors to dismantle complex roadblocks and accelerate the journey from initial sales discovery to successful go-live. You are a fierce advocate for the “voice of the customer”, translating field insights to influence product strategy. Whether you are peer-reviewing a custom solution or defining the DACI for a new professional services motion, you are focused on accelerating time-to-value and fueling Lob’s rapid growth.
As the Director, Customer Solutions, you’ll…
- Drive pre-sales technical excellence, leading a team that conducts deep technical discovery and executes proof-of-concepts to secure high-impact wins and ensure technical feasibility for strategic accounts.
- Accelerate implementation velocity, optimizing the lifecycle from contract-signed to first-mail-sent, ensuring our most complex enterprise customers reach their first major volume milestones within their first two months.
- Direct the technical strategy across the entire customer journey, acting as the primary interface between field requirements and the Product Engineering team to eliminate technical roadblocks to mail volume growth.
- Scale a revenue-generating Professional Services motion, overseeing the delivery of custom, high-value solutions and establishing the operational infrastructure to track billable activity and service-led ROI.
- Lead organizational evolution and specialization, maturing the team from a generalist model into a high-performance organization with clear career paths and high performance standards.
What will you bring to this role…
- 10+ years of GTM Solutions experience: Significant experience leading Solutions Engineering, Technical Consulting, or Professional Services within high-growth SaaS or software-enabled companies.
- Strategic Discovery & Sales Acumen: You are a master of moving beyond technical features to uncover business value. You can translate product capabilities into customer ROI and energizing narratives that secure high-impact wins.
- Implementation Strategy & Velocity: You have a proven track record of designing systems that reduce implementation effort and get customers to "first value" faster. You know how to compress the timeline between a signed contract and full-scale production.
- Professional Services Operations: You have experience building or managing a revenue-generating services motion. You don’t just deliver projects; you establish the tracking and delivery standards required to scale a consistent services revenue stream.
- Technical Design Oversight: You are a senior leader who stays close to the work. You can peer-review custom technical solutions and manage high-stakes technical escalations for enterprise-grade customers without losing sight of the broader strategy.
- Transformational Leadership: You are an experienced leader dedicated to elevating practices, systems, and outcomes beyond your direct reports. You have a track record of mentoring technical talent and navigating teams through organizational maturity.
- Cross-Functional Influence: You are a fierce advocate for the customer who collaborates naturally across Sales, Product, and Operations. You can translate field insights into a product strategy that addresses technical roadblocks to growth.
At Lob, we are looking to #LevelUp and #EmpowerDiversity, we invite you to apply if you possess even some of these:
- 10+ years of experience in Solutions Engineering, Technical Consulting, or Professional Services in high-growth SaaS or Software-Enabled companies.
- Bachelor’s or Master’s degree in Computer Science, Engineering, or a related technical field; or equivalent practical experience in high-level technical leadership.
- Supply Chain or Logistics Exposure: Experience in industries where software triggers physical world actions, aligning with Lob’s unique value proposition.
Compensation Information
Base: $180,000 - $205,000 + Variable: $57,500- $65,000
<#LI-REMOTE #LI-GD1
“Lob’s salary ranges are based on market data, relative to our size, industry and stage of growth. Salary is one part of total compensation, which also includes equity, perks and competitive benefits. Salary decisions are based on many factors including geographic location, qualifications for the role, skillset, proficiency and experience level. Lob reasonably expects to pay candidates who are offered roles within the provided salary ranges.”
We offer remote working opportunities in AZ, CA, CO, DC, FL, GA, IA, IL, MA, MD, MI, MN, NE, NC, NH, NJ, NV, NY, OH, OR, PA, RI, TN, TX, UT, and WA, unless specified otherwise in the job description above.
If you are looking for a progressive, fun-spirited, and mentally stimulating environment, come join us at Lob!
Our Commitment to Diversity
Lob is an equal opportunity employer and values diversity of backgrounds and perspectives to cultivate an environment of understanding to have greater impact on our business and customers. We encourage under-represented groups to apply and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.
Recent awards
BuiltIn Best Remote Midsize Companies to Work For in 2024
BuiltIn Best Midsize Companies to Work For 2022