About Lattice
Lattice is a leading people success platform dedicated to helping organizations build thriving, high-performance cultures. Our solutions include performance reviews, engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning—designed to boost retention, employee growth, and organizational impact. Since 2016, we’ve grown to serve over 5,000 companies globally, including Loom, Robinhood, and Gusto, while staying committed to people-first, inclusive workplaces.
About the Role
We’re looking for a Senior Customer Account Manager (SMB) to act as a trusted advisor and strategic partner to a portfolio of small-to-mid-sized business clients. In this role, you’ll be responsible for driving platform adoption, ensuring customer satisfaction, and uncovering growth opportunities that align with client objectives. You’ll help transform people practices through the optimization of the Lattice platform while ensuring each customer achieves maximum value from their investment.
This position is ideal for a seasoned account manager with a proven track record in B2B SaaS, retention strategy, and revenue growth.
Key Responsibilities
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Manage a portfolio of SMB accounts, ensuring satisfaction, retention, and revenue expansion.
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Build relationships with decision-makers and stakeholders.
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Partner with customers to create tailored strategies that align with their business goals.
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Identify and execute 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 customers’ businesses to deliver relevant insights and recommendations.
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Adapt communication style to various stakeholders and focus on solution-based recommendations.
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Use data and insights to demonstrate ROI and address objections.
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Mitigate churn risk through a proactive, customer-first approach.
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Maintain disciplined account planning, forecasting, and CRM documentation.
Qualifications
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3–4 years in customer/account management.
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Proven success in B2B SaaS; HR technology experience preferred.
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Experience meeting retention and quota goals.
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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 in Salesforce, Gainsight, Drift, Google Suite, and Slack.
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