Senior Manager, Customer Account Management

Summary

Join Lattice as a Manager of Customer Account Managers and lead a high-performing team focused on driving customer satisfaction, retention, and growth. You will develop strategies to enhance customer relationships, ensure platform adoption, and maximize revenue opportunities. Your leadership will be instrumental in scaling customer engagement and maintaining Lattice's reputation for exceptional customer partnerships. This role requires proven experience in customer success, account management, or sales leadership, along with strong strategic thinking and communication skills. The position offers a competitive salary, comprehensive benefits, and opportunities for professional development.

Requirements

• Proven experience in customer success, account management, or sales leadership
• Demonstrated success in leading and developing high-performing customer-facing teams
• Strong strategic thinking and problem-solving abilities, with a focus on data-driven decision-making
• Excellent communication, negotiation, and stakeholder management skills
• Ability to thrive in a fast-paced, high-growth environment and drive scalable processes
• 5+ years of experience working in Account Management, Renewals Management, and/or Sales
• 3+ years of people management experience in Account Management, Renewals Management, and/or Sales

Responsibilities

• Hire, coach, and mentor a team of Customer Account Managers (CAMs) to achieve and exceed performance goals
• Provide ongoing training, development, and feedback to enhance skills in relationship management, strategic planning, and revenue growth
• Establish clear expectations, key performance indicators (KPIs), and accountability measures to drive success
• Develop and implement strategies to optimize customer satisfaction, retention, and expansion within our customer base
• Ensure the team proactively identifies and mitigates churn risks while fostering long-term customer partnerships
• Oversee and support account planning efforts to align with customer objectives and business goals
• Collaborate cross-functionally with Sales, Customer Care, and Product teams to improve processes and enhance the customer experience
• Monitor team performance using data-driven insights, ensuring alignment with company objectives
• Drive efficiency in CRM usage, forecasting, and reporting to support decision-making and resource allocation
• Act as an escalation point for high-priority customer issues, ensuring swift resolution and satisfaction
• Gather and synthesize customer feedback to influence product development and customer engagement strategies
• Stay informed on industry trends and competitive insights to refine customer account management best practices

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
• Incentive stock options
• Variable compensation of $52,950 - $66,150