Customer Success Manager at Lattice
New York City, NY, US

About the Role

Lattice is looking for someone to lead a growing number of customer relationships to drive adoption and outcomes leading to renewals, expansion, and advocacy across our portfolio. This position is responsible for making sure that clients are constantly realizing the value of our platform with an 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.


  • You will be responsible for managing, growing, and retaining our  customers.
  • You will guide customers through each stage of the Lattice experience, with the key focus on a successful implementation.
  • You will develop strong working knowledge of our product and speak fluently about performance management and Lattice best practices, acting as a trusted advisor for your customers.
  • You will provide Lattice trainings and education to customers to help them achieve their performance management goals. As a part of this, you will keep our customers informed on product updates.
  • You will act as a customer advocate to our product team by collecting and sharing customer feedback and ideas.
  • You will maintain high levels of customer engagement and satisfaction with a focus on customer dedication and loyalty.
  • You will help drive customer references and case studies.


  • You have a bachelor’s Degree or equivalent work experience
  • You have 3+years relevant work experience, with a preference for applicants with a customer success, account management, or sales background
  • You posses outstanding communication skills and ability to collaborate cross functionally
  • You have experience in a growing startup/technology environment
  • You are passionate about making our customers personally and professionally successful
  • You are an excellent teammate who gives ideas to improve processes
  • You posses a solid work ethic
  • You show commitment to Lattice’s mission and values

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