Director of Customer Experience, HRIS and Payroll

Summary

Join Lattice as the Director of Customer Experience for our HRIS+ offering, a critical leadership role driving high-quality service delivery and evolving support for our scaling HRIS and Payroll products. You will own the customer journey from contract signing to time-to-value, building processes and a team to deliver seamless onboarding and drive product adoption. This role reports to the SVP of Customer Experience and involves close partnership with Product, Engineering, Sales, and Marketing. The ideal candidate has extensive HRIS and Payroll systems experience, a history of leading successful customer-facing teams, and a passion for creating positive customer experiences. You will lead and grow a team, design onboarding programs, standardize playbooks, partner cross-functionally, measure key performance indicators, drive continuous improvement, and champion the customer voice. A competitive salary and benefits package is offered.

Requirements

• 10+ years in Customer Success, Professional Services, or Implementation for B2B SaaS, with 5+ years leading teams
• Deep domain expertise in HR technology; direct experience implementing an HRIS or Payroll platforms required
• Proven track record of building and scaling implementation organizations for a new product line or business unit
• Demonstrated ability to craft strategy and roll up sleeves to execute in a fast-growing environment
• Data-driven mindset with fluency in common CS tooling (e.g., Gainsight, Salesforce, Looker) and BI dashboards
• Exceptional communication, stakeholder management, and executive presence

Responsibilities

• Lead and grow the team. Hire, coach, and inspire a high-performing group of HRIS and Payroll Implementation Managers and Activation Specialists
• Own the customer journey for our HRIS+ customers. Design repeatable, data-driven onboarding programs that reduce time-to-value, accelerate product adoption, and achieve >90% customer satisfaction
• Standardize playbooks. Create scalable frameworks, documentation, and enablement to support customers across segments and regions
• Partner cross-functionally. Surface product feedback, influence roadmap prioritization, and ensure a tight feedback loop with Sales, Product, and Support
• Measure what matters. Establish KPIs for implementation completion, activation rates, CSAT, NPS, and time-to-first-value; build dashboards that provide real-time insights to executives
• Drive continuous improvement. Leverage data and voice-of-customer insights to iterate processes, experiment with new approaches, and optimize resource allocation
• Champion the customer voice. Act as executive sponsor for key HRIS and Payroll accounts and represent customer needs in internal planning forums

Preferred Qualifications

• Experience supporting global customers across multiple languages and regulatory environments
• HR certifications (e.g., SHRM-SCP, PHR) or change-management expertise
• Familiarity with employee data migrations and integrations (e.g., payroll, ATS, identity providers)

Benefits

• 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
• Invest in Your People Fund