About Lattice
Lattice helps over 5,000 companies build thriving, people-first cultures with tools for performance management, engagement surveys, real-time feedback, goal setting, and career planning. Our mission is to empower organizations to boost employee growth, retention, and business impact.
About the Role
Lattice is looking for a proactive Implementation Specialist to ensure customers achieve maximum value from our platform. In this role, you’ll partner with Account Executives, Customer Account Managers, and other customer-facing teams to lead onboarding, product launches, and re-implementations for clients needing adoption support. Your work will directly impact customer health, retention, and long-term growth.
Operating in a collaborative, team-oriented environment, you’ll guide new and existing customers through seamless Lattice implementations, aligning project plans with their goals. You’ll also identify product improvement opportunities and contribute to a customer-informed roadmap. This is a remote position requiring Pacific Time availability, Monday to Friday.
Key Responsibilities
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Lead onboarding for new customers and manage successful launches of licensed products.
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Partner with Customer Account Managers to re-implement solutions for improved adoption.
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Define and track customer launch timelines for all licensed products.
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Support subsequent rollouts aligned with customer goals and contract timelines.
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Contribute to account planning for re-implementation opportunities.
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Document customer feedback to guide future product enhancements.
Qualifications
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Bachelor’s degree preferred.
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2+ years in customer-facing roles such as onboarding, customer success, or product launches.
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Strong communication, relationship-building, and problem-solving skills.
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Proven ability to explain complex concepts to non-technical stakeholders.
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Time management, task prioritization, and a proactive approach to ownership.
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Experience with HR technology and B2B SaaS products is a plus