Manager, Customer Success - job 3 of 3

New York City, NY

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 innovation is happening all around us, there's commonality – people are driving these changes. We offer 

a solution that helps companies put employees first. Lattice is a people management tool that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, and goal setting in a way that allows companies to focus on employee development, growth, and engagement. Since launching in 2016 we have grown to over 2750+ customers globally, including brands like Slack, Reddit, Glossier, 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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