Manager, Customer Success - job 1 of 3

About the Role

We’re thrilled to be looking for a Manager of Customer Success. For the right candidate, this will be a unique and exciting role to help a team scale through rapid growth. The Manager of Customer Success Management (CSM) will be a high-energy strategic and coaching - focused leader responsible for the growth and development of their team. The Manager will create, develop, and support a collaborative and results driven team culture and environment that allows individuals to thrive and customers to realize the value of Lattice. The Manager will also build strong cross-functional relationships within the CSM organization and within the broader Lattice organization - interfacing regularly with sales, engineering, product and design - to ensure the success of customers.

Check out what our CX team is up to here!

Responsibilities

• Manage team of individual CSMs, responsible for their professional growth and development
• Hire and develop CSMs to meet growth targets
• Set the culture, pace, and expectations for your team
• Sets the direction for their team to align to the broader organizational strategy
• Create relationships and collaborate cross functionally to ensure product adoption and customer success
• Serve as a thought leader, customer advocate and partner to your employees and customers
• Help refine and standardize processes across the organization as we “build the book” and improve customer outcomes, as well as the operational efficiency of the team

Desired skills and experience

• You have 3+ years experience directly managing a team with a proven track record of meeting and exceeding established goals.
• Able to attract and retain talent, with a commitment and passion for growing and developing internal talent.
• Strong empathy for customers and ability to de-escalate important client issues. 
• Passion for revenue growth and is able to bring ideas to help product usage and customer retention through data driven decision making.
• Excellent communication skills across mediums (verbal, written, presentation) and stakeholder groups (employees, execs, customers, prospects). Outstanding listening skills are an absolute must. 
• Experience working with Salesforce, Zendesk, Jira, and Gainsight is a plus 

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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