Manager, Scaled Customer Success

About the Role:

The Manager of Scaled Customer Success 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 marketing, 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 Scaled Success Associates, responsible for their professional growth and development
• Define and measure team KPIs
• Drive efficiency in when we are leveraging 1:1 touch points with customers and leveraging scalable processes and automation through the customer journey
• Build an inbound flow for Scaled Success and further enhance our pooled CSM model
• You will attract and retain top talent and motivate, inspire, and mentor team members to excel
• Set the culture, pace, and expectations for your team
• Create relationships and collaborate cross functionally to ensure product adoption and customer success
• Serve as a thought leader, customer advocate and partner to internal and external stakeholders
• Help refine and standardize processes across for Scaled Success and improve customer outcomes, as well as the operational efficiency of the team

About You:

• You have 3+ years experience directly managing a team with a proven track record of meeting and exceeding established goals.
• You have managed a team that services customers in a 1:many model (Scaled Success/Velocity/Tech Touch Digital or similar).
• 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
• 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 driving efficiency 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 2,000+ 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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