Manager, Customer Account Management, SMB

🕒 Yesterday

🗽 New York – Remote

🗽 New York – Remote

💵 $123.5k - $154.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

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Lattice

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2015

☁️ SaaS

👥 HR Tech

🏢 Enterprise

SaaS • HR Tech • Enterprise

Lattice is a people management platform designed to help organizations improve employee engagement, performance, and development. It offers tools for performance reviews, goal setting, employee feedback, and analytics to help HR teams and managers foster a high-performance culture. Lattice integrates with various HRIS systems and aims to streamline HR operations by centralizing data and automating workflows. The platform supports strategic HR teams in managing employee information, driving performance, capturing team sentiment, and providing insights, ensuring that the company can build operational excellence and meaningful work experiences for employees.

📋 Description

• Lead and Develop a High-Performing Team: Hire, coach, and mentor a team of Customer Account Managers (CAMs) to achieve and exceed performance goals. Provide ongoing training, development, and feedback to enhance skills in relationship management, strategic planning, and revenue growth. Establish clear expectations, key performance indicators (KPIs), and accountability measures to drive success. • Drive Customer Success and Retention: Develop and implement strategies to optimize customer satisfaction, retention, and expansion within our customer base. Ensure the team proactively identifies and mitigates churn risks while fostering long-term customer partnerships. Oversee and support account planning efforts to align with customer objectives and business goals. • Operational Excellence & Strategy Execution: Collaborate cross-functionally with Sales, Customer Care, and Product teams to improve processes and enhance the customer experience. Monitor team performance using data-driven insights, ensuring alignment with company objectives. Drive efficiency in CRM usage, forecasting, and reporting to support decision-making and resource allocation. • Customer Advocacy & Continuous Improvement: Act as an escalation point for high-priority customer issues, ensuring swift resolution and satisfaction. Gather and synthesize customer feedback to influence product development and customer engagement strategies. Stay informed on industry trends and competitive insights to refine customer account management best practices.

🎯 Requirements

• Proven experience in customer success, account management, or sales leadership. • Demonstrated success in leading and developing high-performing customer-facing teams. • Strong strategic thinking and problem-solving abilities, with a focus on data-driven decision-making. • Excellent communication, negotiation, and stakeholder management skills. • Ability to thrive in a fast-paced, high-growth environment and drive scalable processes. • 5+ years of experience working in Account Management, Renewals Management, and/or Sales • 3+ years of people management experience in Account Management, Renewals Management, and/or Sales

🏖️ Benefits

• Medical insurance • Dental insurance • Vision insurance • Life, AD&D, and Disability Insurance • Emergency Weather Support • Wellness Apps • Paid Parental Leave • Paid Time off inclusive of holidays and sick time • Commuter & Parking Accounts • Lunches in the Office • Internet and Phone Stipend • One time WFH Office Set-Up Stipend • 401(k) retirement plan • Financial Planning • Learning & Development Budget • Sabbatical Program • Invest in Your People Fund