About Lattice
Lattice is a leading people success platform designed to help companies build cultures where employees thrive. Our solutions include performance reviews, engagement surveys, real-time feedback, goal setting, and career planning—tools that empower organizations to improve retention, performance, and employee growth. Since launching in 2016, Lattice has grown to serve over 5,000 companies worldwide, including brands like Loom, Robinhood, and Gusto. We are committed to creating inclusive workplaces and empowering people-first organizations.
About the Role
We are seeking a Customer Account Manager (SMB) to serve as a strategic partner for our clients, driving platform adoption, retention, and revenue growth. In this role, you’ll act as a trusted advisor, helping organizations implement and optimize the Lattice platform to achieve their business objectives and strengthen employee engagement.
This position blends relationship management, business strategy, and consultative selling. You will manage a portfolio of SMB accounts, identify growth opportunities, and ensure customers gain maximum value from their investment in Lattice.
Key Responsibilities
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Serve as the main point of contact for assigned SMB accounts, ensuring satisfaction, retention, and growth.
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Build relationships with decision-makers and key stakeholders.
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Understand customer goals and create tailored strategies to meet them.
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Proactively identify upsell and cross-sell opportunities.
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Collaborate with Customer Care, Activation, and Sales teams to support adoption and expansion.
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Research customer businesses and prepare relevant insights for meetings.
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Adapt communication style to different audiences and focus on solution-driven recommendations.
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Leverage data and insights to demonstrate ROI and address objections.
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Proactively mitigate churn risk with a customer-first approach.
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Maintain organized account plans, accurate forecasting, and CRM discipline.
Qualifications
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3–4 years in customer or account management.
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B2B SaaS experience required; HR technology background preferred.
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Proven track record of meeting retention and quota targets.
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Strong business acumen with the ability to use data for decision-making.
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Excellent communication, negotiation, and relationship-building skills.
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Proficiency with Salesforce, Gainsight, Drift, Google Suite, and Slack.
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