Manager of Customer Account Management, Lattice
$176.5-220.5k
OTE
$123.5-154.3k
BASE
+ Eligible for incentive stock options, subject to the terms of Lattice’s applicable plans &
Employee success platform
Be an early applicant
Employee success platform
501-1000 employees
Be an early applicant
$176.5-220.5k
OTE
$123.5-154.3k
BASE
+ Eligible for incentive stock options, subject to the terms of Lattice’s applicable plans &
501-1000 employees
Company mission
Lattice's mission is to build cultures where employees and their companies thrive.
Role
Who you are
- Proven experience in customer success, account management, or sales leadership
- Demonstrated success in leading and developing high-performing customer-facing teams
- Strong strategic thinking and problem-solving abilities, with a focus on data-driven decision-making
- Excellent communication, negotiation, and stakeholder management skills
- Ability to thrive in a fast-paced, high-growth environment and drive scalable processes
- 5+ years of experience working in Account Management, Renewals Management, and/or Sales
- 2+ years of people management experience in Account Management, Renewals Management, and/or Sales
What the job involves
- As a Manager of Customer Account Managers, you will lead and empower a team responsible for driving customer satisfaction, retention, and growth. You’ll develop strategies to enhance customer relationships, ensure platform adoption, and maximize revenue opportunities while fostering a culture of collaboration and continuous improvement
- Your leadership will be instrumental in scaling our customer engagement efforts and maintaining our reputation for exceptional customer partnership
- Hire, coach, and mentor a team of Customer Account Managers (CAMs) to achieve and exceed performance goals
- Provide ongoing training, development, and feedback to enhance skills in relationship management, strategic planning, and revenue growth
- Establish clear expectations, key performance indicators (KPIs), and accountability measures to drive success
- Develop and implement strategies to optimize customer satisfaction, retention, and expansion within our customer base
- Ensure the team proactively identifies and mitigates churn risks while fostering long-term customer partnerships
- Oversee and support account planning efforts to align with customer objectives and business goals
- Collaborate cross-functionally with Sales, Customer Care, and Product teams to improve processes and enhance the customer experience
- Monitor team performance using data-driven insights, ensuring alignment with company objectives
- Drive efficiency in CRM usage, forecasting, and reporting to support decision-making and resource allocation
- Act as an escalation point for high-priority customer issues, ensuring swift resolution and satisfaction
- Gather and synthesize customer feedback to influence product development and customer engagement strategies
- Stay informed on industry trends and competitive insights to refine customer account management best practices
Our take
Modern HR departments face many challenges, such as maintaining employee engagement, often across a distributed workforce. Lattice’s people success platform solves this problem.
Lattice enables companies to launch effective performance review cycles, implement OKRs and facilitate manager meetings, all of which are proven to drive engagement and productivity. Lattice’s solutions are now trusted by over 4,000 business leaders, including executives at Reddit, Slack and Cruise. The company is now valued at over $3 billion, which is testament to industry confidence in its product.
Lattice has launched a London office, which will accelerate its international expansion, aided by 2022's series F funding. Scaling in this way will be an instrumental part of their future success, allowing it to compete with the rival HR software providers, and become central to carving out the new world of work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
109% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jan 2022
$175m
SERIES F
Mar 2021
$60m
SERIES E
Total funding: $329.4m
Company benefits
- Continuous learning reimbursements
- Equity
- Flexible vacation/time-off policy
- Work from home opportunities
Company HQ
Rincon Hill, San Francisco, CA
Leadership
Eric Koslow
(Board Member)Recently co-founded and acted as CEO for VStream. Previously worked as Director of Technology at FoundersCard, and Software Company at 8th Light. Was Lead Developer at Teespring.
Jack Altman
(Chairman)Started out as an Analyst at Gleacher & Company, and was VP of Business Development at Teespring.
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