Manager, Customer Success at Lattice
San Francisco, CA, US
About the Role
 
We’re looking for a top-notch Manager to join Lattice and lead a growing team of talented Customer Success Managers (CSMs). For the right candidate, this is a unique and exciting role to help scale a team through rapid growth. This person will be a high-energy strategic, coach-focused, leader responsible for the growth and development of their team. The Manager will create, develop, and support a collaborative and results driven team culture and environment that allows individuals to thrive and customers to realize the value of Lattice. The Manager will build strong relationships within the CSM organization and cross-functionally - interfacing regularly with sales, engineering, product and design -  to ensure the success of customers.

Responsibilities

    • Manage team of individual CSMs responsible for the entire customer life cycle--implementation, consultative account management, and renewals/upsells
    • Responsible for the professional growth and development of team members
    • Participate in the screening and hiring process of new talent
    • Set the culture, pace, and expectations for your team while aligning to the broader organizational strategy
    • Create relationships and collaborate cross functionally to ensure product adoption and customer success
    • Serve as a thought leader, customer advocate and partner to your employees and customers
    • Help refine and standardize processes across the organization as we “build the book” and improve customer outcomes, as well as the operational efficiency of the team

Qualifications

    • 2+ years of managing a successful Customer Success or Account Management team
    • Proven track record of leading and building teams of individuals that consistently meet and exceed established goals
    • Strong empathy for customers and passion for revenue and growth
    • Able to attract and retain talent, with a commitment to growing and developing internal talent.
    • Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers, prospects). Outstanding listening skills an absolute must. 
    • Strong project management and business process reengineering skills
    • Strategic thinker with a knack for using the appropriate combination of data and judgement to guide decision making
    • Driven - nobody pushes you to excel, it’s who you are, and you thrive in fast-paced environments
    • Enthusiastic and creative leader who is hungry to grow and learn and inspires a similar mindset in others
    • Experience working with Salesforce and Gainsight preferred
    • BA/BS degree or equivalent work experience

Why Lattice?

    • The opportunity to join an 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
    • Commitment to our values
About Lattice
 
Lattice is on a mission to build cultures where employees and their companies thrive.  In an age where innovation is happening all around us, there's commonality – people are driving these changes. We offer a solution that helps companies put employees first. Lattice is a people management tool that offers 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. Since launching in 2016 we have grown to over 1,300 customers globally, including brands like Slack, WeWork, Reddit, Glossier, and Asana.
 
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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.