Director, Customer Success Programs

About the Role:

Reporting to the VP, Customer Success, the incoming Director, Customer Success Adoption Programs is responsible for driving an increase in feature utilization across the Lattice customer base. As the leader of a growing team, you will define new processes, hire team management, and work very collaboratively within Lattice to operationalizing programs that drive adoption.

Responsibilities: 

Development of CS and IM adoption playbooks and other enablement materials to drive customer health and adoption 

Measure the impact the of programs/playbooks on customer health and provide visibility to Lattice leadership

Develop customer journey related programs based ensuring a consistent experience for customers across all Lattice segments

Build and maintain collateral that supports key customer journey milestones (EBR decks, Implementation Kick Off, etc)

Build the CS Program function from the ground up, owning organizational design and capacity planning

Develop and maintain the CS Programs calendar

Build an inbound flow for Scaled Success and further enhance our pooled CSM model

You will attract and retain top talent - both ICs and managers - and motivate, inspire and mentor team members to excel

Partner closely with Growth Marketing to determine the right automation and human engagement touch points for our customers depending on product mix and customer persona

Drive efficiency in when we are leveraging 1:1 touch points with customers and leveraging scalable processes and automation

Development of Manager playbooks to continue to coach teams on driving adoption

You will foster a healthy culture of learning, growth, and fun 

Partner closely with CS Operations to ensure that playbooks are accessible, well adopted, and operationalized in Gainsight

Partnership with PMM, PM, and Growth to define quarterly adoption campaigns

Partner closely with GTM Enablement to ensure CS is trained and enabled on operating motions

About You:

5+ years of Customer Success leadership experience

You have led or preferably built Customer Success Program functions in a SaaS company 

You have extremely strong organizational skills and the ability to prioritize and manage multiple programs simultaneously

You act with urgency and can drive projects from inception to execution

You possess strong systems and data skills

You have experience building for scale -- building programs and leveraging technology that allows customers to achieve value while maintaining efficiency in our support model

You have determined and aligned teams to the right metrics and have demonstrated success of driving operational rigor and consistency

You have demonstrated experience refining process to create efficiency gains through automation

You’ve built or refined customer journeys which have resulted in efficiency gains, customer health improvements, and retention gains

You naturally build and foster strong cross-functional relationships that lead to win-win outcomes across the business

You’ve built high-performing teams that effectively drive product adoption and value realization and you know how to measure success

You thrive in an evolving environment where you have the ability to iterate on current process

You have a keen eye for talent development and invest deeply in the continued growth of your team

You are comfortable with Gainsight, Salesforce, and BI tools like Looker 

Why Lattice? 

We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment

The opportunity to join an experienced and ambitious team that is passionate about solving customers’ needs and loves coming to work every day

Partner with 2,750+ companies around the world to make sure their employees are engaged and performing at a high level

A culture that encourages and promotes professional growth and development, with continuous learning reimbursements

Competitive salary, equity, and benefits

Flexible vacation/time-off policy

About Lattice?

Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choice 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 management 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 3,100 customers globally, including brands like Slack, Pinterest, Reddit, and Asana.

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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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