Customer Success Manager at Lattice
San Francisco, CA, US
We're a fast-growing company built by a team dedicated to creating a meaningful impact on the world. In an age where innovation is happening all around us, there's one commonality–people are driving these changes. If they're in unhealthy environments, innovation will slow down.
 
That's why we offer a people management solution that helps companies put employees first.
 
We offer performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, and goal setting in a way that allows companies to focus on employee development, growth, and engagement. We’ve grown to over 800 customers around the world.
 
Along the way, we've raised $10+ million in funding from Thrive Capital, Khosla Ventures, Y Combinator, Slack Fund, Marc Benioff, and others. We also have plenty of runway and are on track to triple revenue this year.
 
Now the role
Lattice is looking for a full-time Customer Success Manager to manage a growing number of strategic accounts to drive adoption and outcomes leading to renewals, expansion, and advocacy across the portfolio. This position is responsible for making sure that clients are constantly realizing the value of their account, with am emphasis on product education, best practice consultation, and feature adoption.
 
This is a great opportunity for an experienced SaaS Customer Success Manager or Account Manager to help build out and grow with a dynamic start-up. The Customer Success Manager is a member of the Revenue organization and reports directly to the Head of Customer Success.

Responsibilities

    • Be responsible for managing, growing and retaining our strategic customers
    • Guide customers through each stage of the Lattice experience, with the key focus on a successful implementation
    • Develop strong working knowledge of the Lattice product and the best-practices
    • Provide Lattice trainings and education to customers to help them achieve their performance management goals
    • Speak fluently about performance management and Lattice best practices, acting as a trusted advisor for your customers
    • Provide day-to-day support & proactively keep our customer informed on product updates
    • Bring our customers’ voice to our product team by collecting and sharing customer feedback and ideas
    • Maintain high levels of customer engagement and satisfaction with a focus on customer dedication and loyalty
    • Help drive customer references and case studies

Our ideal candidate has some combination of the following characteristics

    • Bachelor’s Degree 
    • 3+ years relevant work experience, with a preference for applicants with a customer success, account management, or sales background 
    • Self starter, collaborative and creative with excellent communication skills
    • Outstanding communication skills and ability to collaborate cross functionally
    • Commitment to Lattice’s mission and values (customer-centric, transparent, driven, acts like an owner)
    • Experience in a growing startup/technology environment
    • Experience with Salesforce/Intercom

Why Lattice

    • The opportunity to join a smart and energetic team that is passionate about solving customers’ needs and loves coming to work every day
    • A culture that encourages and promotes professional growth and development
    • Competitive salary, equity, and benefits
    • Centrally located FiDi office
    • Flexible vacation/time-off policy
    • Other fun perks like continuous learning reimbursements, office snacks & team trips
Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.