Senior Director of Customer Strategy and Programs, Lattice
$240.2-300k
OTE
$192.2-240k
BASE
Employee success platform
Be an early applicant
Employee success platform
501-1000 employees
Be an early applicant
$240.2-300k
OTE
$192.2-240k
BASE
501-1000 employees
Company mission
Lattice's mission is to build cultures where employees and their companies thrive.
Role
Who you are
- The ideal candidate is both a strategic architect and an execution powerhouse, bringing a structured approach to tackling complex business challenges while fostering alignment across leadership, cross-functional teams, and stakeholders
- 8+ years of experience in strategic operations and leadership
- Proven track record of shaping and executing strategic initiatives that drive measurable business outcomes
- Exceptional business acumen with the ability to synthesize complex challenges into clear, actionable solutions
- Strong leadership & influence—able to partner effectively with executives and cross-functional teams to drive alignment and execution
- Deep operational expertise, with experience designing and optimizing processes, workflows, and structures for scale
- Analytical rigor—strong proficiency in data analysis, performance tracking, and insight generation to inform strategy and execution
- Superior communication skills, both written and verbal, with the ability to craft executive-level narratives
- A proactive, problem-solving mindset with a strong bias for action and continuous improvement
What the job involves
- We’re looking for a Senior Director of Customer Strategy to drive strategic alignment, execution discipline, and operational excellence across our Customer organization
- This leader will report to and work in deep partnership with our SVP of Customer Experience to ensure our customer strategy is effectively defined, executed, and continuously optimized to drive adoption, retention, and long-term customer success
- In this role, you will be responsible for translating high-level company objectives into actionable strategic initiatives, ensuring the Customer team is structured and operating for maximum impact
- You will drive the long-term evolution of our customer service model and programs, establish operational rigor, and serve as a thought partner in shaping the future of our customer strategy
- This is a high-impact leadership role at the intersection of strategy and execution, ensuring that our Customer function is a competitive differentiator that drives long-term business success
- Architect & Drive Customer Strategy – Partner with the SVP of Customer Experience to define and execute a clear, scalable strategy for customer engagement, adoption, and success
- Operationalize Strategic Priorities – Translate high-level business goals into structured programs, frameworks, and initiatives that drive measurable impact
- Enhance Cross-Functional Alignment – Act as the connective tissue between the Customer team and functions like Product, Sales, Data, Marketing, and Operations to ensure seamless execution and strategic consistency
- Optimize Team Effectiveness – Establish best-in-class operational processes, improve internal workflows, and ensure the Customer organization is structured for efficiency and growth
- Lead Change Management & Process Evolution – Drive continuous improvement across customer operations, ensuring our strategies and tactics evolve with the business and market needs
- Design and build Lattice’s Customer Education including Lattice University, Lattice Office Hours, and 1:many webinar programming
- Collaborate with the Customer Operations team to drive accountability around performance metrics and uncover opportunities for optimization
- Drive Executive and Board-Level Reporting & Insights – Ensure leadership has clear visibility into the performance, risks, and opportunities within the Customer organization
- Lead Planning & Execution Cadence – Manage quarterly and annual planning for Customer Team, ensuring strategic initiatives are resourced, aligned, and progressing toward company goals
- Champion the Voice of the Customer – Ensure customer insights and feedback are systematically captured and inform key business decisions
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.
Salary benchmarks
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