About Lattice
Lattice is a leading people success platform helping companies create cultures where employees thrive. Our solutions include performance reviews, engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning—empowering organizations to boost employee growth, retention, and impact. Since our launch in 2016, we’ve grown to serve over 5,000 customers globally, including brands like Loom, Robinhood, and Gusto, while staying committed to inclusive, people-first workplaces.
About the Role
We are seeking a Manager of Customer Account Management to lead and empower a team of Customer Account Managers (CAMs) focused on delivering customer satisfaction, retention, and revenue growth. In this role, you’ll develop strategies to strengthen customer relationships, ensure platform adoption, and uncover expansion opportunities—all while fostering a culture of collaboration, accountability, and continuous improvement.
Your leadership will be instrumental in scaling customer engagement efforts, driving operational excellence, and maintaining Lattice’s reputation for exceptional customer partnerships.
Key Responsibilities
Lead & Develop the Team
-
Hire, coach, and mentor Customer Account Managers to exceed performance goals.
-
Provide ongoing training, feedback, and skill development in relationship management and strategic planning.
-
Set clear KPIs and accountability measures for team success.
Drive Customer Success & Retention
-
Create and execute strategies to enhance satisfaction, retention, and expansion.
-
Oversee account planning to align with customer objectives.
-
Proactively identify and mitigate churn risks.
Operational Excellence & Strategy Execution
-
Collaborate with Sales, Customer Care, and Product teams to improve processes.
-
Use data-driven insights to monitor team performance and align with company goals.
-
Ensure efficient use of CRM, forecasting, and reporting tools.
Customer Advocacy & Continuous Improvement
-
Act as the escalation point for priority customer issues.
-
Gather and share customer feedback to influence product improvements.
-
Stay current on industry trends to refine best practices.
Qualifications
-
5+ years in account management, renewals, or sales.
-
2+ years in a people management role.
-
Proven track record leading high-performing, customer-facing teams.
-
Strong strategic, analytical, and problem-solving skills.
-
Excellent communication, negotiation, and stakeholder management abilities.
-
Ability to thrive in a high-growth, fast-paced environment.
APPLY