About Lattice
Lattice is a leading people success platform that helps organizations build thriving, high-performance cultures. Our tools include performance reviews, engagement surveys, real-time feedback, goal setting, and career planning—designed to improve retention, growth, and employee impact. Since our launch in 2016, we’ve grown to serve over 5,000 companies globally, including Loom, Robinhood, and Gusto, and remain committed to fostering inclusive, people-first workplaces.
About the Role
We are seeking a Customer Account Manager (SMB) to serve as a strategic partner and trusted advisor for a portfolio of New York–based customers. This role blends relationship management, strategic planning, and revenue growth to help organizations fully leverage the Lattice platform. You’ll focus on driving platform adoption, ensuring customer satisfaction, and uncovering opportunities for account expansion, all while supporting customers in achieving their business objectives.
Key Responsibilities
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Serve as the primary advisor for SMB accounts, ensuring satisfaction, retention, and growth.
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Build and maintain relationships with decision-makers and stakeholders.
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Understand customer goals and develop strategies to achieve them using Lattice solutions.
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Proactively identify and execute upsell and cross-sell opportunities.
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Collaborate with Customer Care, Activation, and Sales teams to maximize adoption and expansion.
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Research customers’ businesses to prepare targeted insights for meetings.
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Adapt communication style for different audiences and lead with solution-oriented recommendations.
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Use data and insights to demonstrate ROI and address concerns.
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Proactively mitigate churn through a customer-first approach.
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Maintain accurate account planning, forecasting, and CRM documentation.
Qualifications
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3–4 years of customer or account management experience.
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B2B SaaS experience required; HR technology experience preferred.
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Proven success in meeting retention and growth targets.
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Strong business acumen and data-driven decision-making skills.
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Excellent communication, negotiation, and relationship management abilities.
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Proficiency with Salesforce, Gainsight, Drift, Google Suite, and Slack.
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