Customer Account Manager, Lattice

SMB

$80.2-100.1k

Plus this position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans. This position is also eligible for variable compensation of $34,350 - $42,900 subject to personal performance, company performance, and the terms of Lattice’s applicable plans

Salesforce

Drift

Gainsight

Slack

Mid level

San Francisco Bay Area

Employee success platform

Posted today

Employee success platform

501-1000 employees

B2BEnterpriseHRAnalyticsSaaS

Posted today

$80.2-100.1k

Salesforce

Drift

Gainsight

Slack

Mid level

San Francisco Bay Area

501-1000 employees

B2BEnterpriseHRAnalyticsSaaS

Company mission

Lattice's mission is to build cultures where employees and their companies thrive.

Job

Company

Role

Who you are

If you're passionate about helping organizations build stronger cultures and more engaged teams while driving business results, we’d love to speak with you
3-4 years of customer and/or account management experience
Excellent communication, negotiation, and forecasting skills
Experience working in a B2B SaaS environment is required, experience working with the HR Technology space is preferred
Experience carrying a retention target or quota with the ability to develop compelling strategies that deliver results is required
Demonstrated customer-oriented business acumen, including
Ability to gather and use data to inform decision making and persuade others
Ability to assess business opportunities and read prospective buyers
Ability to orchestrate the closure of business with an accurate understanding of prospect needs
Ability to include multiple partners and members of the company management team to position company products against direct and indirect competitors
Proficiency with tools including Salesforce, Gainsight, Drift, Google Suite, and Slack

What the job involves

The Customer Account Manager serves as a crucial bridge between Lattice and our customers, combining strategic partnership with revenue growth to help organizations make work more meaningful for their teams
In this role, you'll build and nurture strong relationships while serving as a trusted advisor to your portfolio of customers
You'll drive platform adoption, ensure customer satisfaction, and identify growth opportunities that align with our customers' evolving needs
As a Customer Account Manager, you'll help organizations transform their people practices through the successful implementation and optimization of the Lattice platform
Your success will be measured by your ability to drive customer outcomes, retain and grow accounts, and ensure customers achieve maximum value from their investment in Lattice
This is an exciting opportunity to join Lattice during a time of high-growth
You will also play a key role in helping us expand our market presence while maintaining our reputation for exceptional customer partnership
Serve as a trusted advisor to drive customer satisfaction, retention, and growth across your portfolio of accounts
Build relationships with key decision makers and stakeholders across a dedicated customer base
Partner with customers to understand their business objectives and develop strategic plans to achieve them through Lattice
Drive customer growth by proactively identifying opportunities to deliver greater customer value
Work closely with cross functional partners in Customer Care & Activation to support customer adoption and with Sales to capture expansion opportunities
Operate with a high level of customer orientation including, but not limited to
Researching customers’ businesses and preparing thoughtful questions and insights in advance of customer meetings
Asking layered, open-ended questions to understand and clarify customers’ objectives and challenges beyond surface-level detail
Adapting and shifting communication style and content to fit the needs of different stakeholders
Leading with solutions, not products, when making recommendations aligned to customer objectives
Engaging customers consistently to confirm and clarify value and adapt a strategy when needed to optimize ROI
Using data and insights to support investment recommendations or overcome customer objections
Proactively mitigating churn risk by adopting a holistic, customer-centric approach
Applying business acumen in account planning by considering economic, industry, and company factors with a customer-centric lens
Mapping all key stakeholders in an account to assess the strength of the account relationship and create account outreach strategy
Act as the voice of the customer to provide feedback for product and service improvements
Consistently practice humility - seeking guidance from colleagues when faced with novel challenges or untested scenarios
Maintain discipline in territory and account planning, forecasting, quota attainment, and using the CRM and other sales tools

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

Top investors

109% employee growth in 12 months

Glassdoor (3.3)

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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