Manager, Customer Account Management, SMB

This is Customer Account Management Leadership at Lattice As a Manager of Customer Account Managers, you will lead and empower a team responsible for driving customer satisfaction, retention, and growth. You’ll develop strategies to enhance customer relationships, ensure platform adoption, and maximize revenue opportunities while fostering a culture of collaboration and continuous improvement. Your leadership will be instrumental in scaling our customer engagement efforts and maintaining our reputation for exceptional customer partnership. What You Will Do: 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. What We’re Looking For: 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 ___ The estimated annual cash salary for this role is $123,550 - $154,350. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans. This position is also eligible for variable compensation of $52,950 - $66,150 subject to personal performance, company performance, and the terms of Lattice’s applicable plans. Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: 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; and Invest in Your People Fund *Note on Pay Transparency: Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience. Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law. #LI-Remote About Lattice Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning 🏅– and Lattice is building the tools to empower those people-centric companies. Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line 📈. Since launching in 2016, we have grown to over 5,000+ customers globally, including brands like Loom, Robinhood, and Gusto. Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation. 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