Customer Account Manager, Lattice
Upmarket
$250.1-266k
OTE
$149.1-186.2k
BASE
+ Incentive stock options
Employee success platform
Job no longer available
Employee success platform
501-1000 employees
Job no longer available
$250.1-266k
OTE
$149.1-186.2k
BASE
+ Incentive stock options
501-1000 employees
Company mission
To build cultures where employees and their companies thrive.
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
- 6+ 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 5,000 business leaders, including executives at Reddit, Slack and Cruise. And the company is now valued at over $3B, which is testament to industry confidence in its product.
Recently, the company has launched a London office, which will accelerate its international expansion, aided by some serious funding. Scaling in this way will be an instrumental part of their future success, allowing the company to compete with 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 HQ
Rincon Hill, San Francisco, CA
Leadership
Sarah Franklin
(CEO)Prior to joining Lattice in 2024, Sarah spent 16 years at Salesforce, while there she held various roles, including President & CMO. She also worked at Amazon Web Services as the Head of Database Product Marketing.
Gabe Cortes
(CFO)Prior to joining lattice in 2023, Gabe served as the CFO of Included Health for 6 years. He also spent 3 years at Workday as VP of Finance and Senior VP of Global Field Operations.
Cheryl Sanclemente
(CMCO)Cheryl joined Lattice in 2024 as a Chief Communications Officer, moving into the role of Chief Marketing and Communications Officer in 2025. Previously, she spent 8 years at Salesforce, holding various roles while there, including Senior Director of Corproate PR and VP of Public Relations.
Amy Christensen
(CRO)Prior to joining Lattice in 2025, Amy was GM of americas/Head of Revenue at Asana. She also spent nearly 10 years at LinkedIn, holding various roles including Senior Director of LinkedIn Talent Solutions.
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