Scaled Customer Success Manager, Lattice

• This role is ideal for someone who thrives in a fast-paced environment, is passionate about supporting customers and HR tech
• 2–4 years of experience in Customer Success or a related customer-facing role in SaaS
• Experience with or enthusiasm for scaled customer success strategies (e.g., digital CS, lifecycle campaigns, content creation)
• Strong communication skills with the demonstrated ability to distill complex ideas into simple, actionable messages
• Analytical mindset with experience using tools like Salesforce and Looker
• Self-starter mentality with a passion for customer success, experimentation, and driving impact through scalable solutions
• Comfortable operating in a dynamic, fast-paced environment and managing competing priorities
• Fluency using customer success/management tools such as Zendesk and Salesforce

Desirable

• We’re looking for a proactive, consultative Scaled Customer Success Manager (CSM) to join our Customer Experience team. In this role, you’ll work in a pooled model supporting a broad portfolio of customers with a primary focus on driving product adoption
• You’ll work with a rapidly evolving product helping People team to make work meaningful at their organizations
• Drive Adoption: Through scaled customer requests or by proactive efforts, consult with customers on a project basis to improve their adoption of Lattice
• Own Customer Outcomes: Proactively identify risk or opportunity signals and work with customers to address concerns and reach favorable outcomes
• Support customers at scale: Lead webinars in partnership with Marketing and host customer office hours to support product education and key lifecycle moments
• Partner Across Teams: Partner closely with Customer Account Managers (CAMs) and Account Executives (AEs), who own commercial outcomes for our customers; work cross-functionally with Marketing, Product, Support, and Sales
• Experiment and Optimize: A/B test communications and campaigns, measure performance, and iterate to improve customer engagement and product usage
• Customer Feedback: Gather feedback across the customer base and help inform product roadmap, content needs, and customer programs
• Tool & Process Innovation: Help build and improve the systems and workflows that power our scaled customer success efforts