Manager of Customer Success

About the Role

We’re thrilled to be looking for a Manager of Customer Success supporting our midmarket customers. The right candidate will be a strategic and coaching-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 also build strong cross-functional relationships within the CSM organization and within the broader Lattice organization - interfacing regularly with sales, engineering, product, and design -  to ensure the success of customers.

This role is US-based remote and is required to be in Eastern time.

Check out what our CX team is up to here!

What You Will Do

• Manage a team of individual CSMs, responsible for their professional growth and development
• Maintain a culture of celebration and learning while driving tangible business results
• Inspect process and capitalize on opportunities to create efficiencies and/or drive better outcomes
• Set the direction for the team to align 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
• Identify ways to drive deeper adoption of Lattice’s products across your team’s portfolio
• Engage with Lattice’s customers to build multi-threaded relationships and serve as a point of escalation
• Own logo and adoption targets for your team’s customers

What You Will Bring to the Table

• You have 3+ years of experience directly managing a team with a proven track record of meeting and exceeding established goals.
• Able to attract and retain talent, with a commitment and passion for growing and developing internal talent.
• Strong empathy for customers and ability to de-escalate important client issues. 
• Passion for driving business outcomes and is able to bring ideas to help product usage and customer retention through data driven decision making.
• Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers, prospects). Outstanding listening skills are an absolute must. 
• Experience working with Salesforce, Zendesk, Jira, and Gainsight is a plus

The estimated annual cash salary for this role is $93,815 - $162,746. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans.

This position is also eligible for variable compensation of $10,000 subject to personal performance, company performance, and the terms of Lattice’s applicable plans.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: Medical insurance; Dental insurance; Vision insurance; Life, AD&D, and Disability Insurance; Emergency Weather Support; Wellness Apps; Paid Parental Leave, Paid Time off inclusive of holidays and sick time; Commuter & Parking Accounts; Lunches in the Office; Workplace Amenities Stipend, Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund

*Note on Pay Transparency:

Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience.

Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.