Manager of Customer Account Management, Lattice

$123.5-154.3k

+ Stock options. This position is also eligible for variable compensation of $52,950 - $66,150, subject to personal performance, company performance, and the terms of Lattice’s applicable plans

Senior and Expert level

San Francisco Bay Area

Employee success platform

Open for applications

Employee success platform

501-1000 employees

B2BEnterpriseHRAnalyticsSaaS

Open for applications

$123.5-154.3k

+ Stock options. This position is also eligible for variable compensation of $52,950 - $66,150, subject to personal performance, company performance, and the terms of Lattice’s applicable plans

Senior and Expert 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

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

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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