Customer Account Manager, Upmarket

About the Role

As a key member of the Lattice team, you'll work closely with cross-functional partners to support customer adoption and drive business results. Your success will be measured by your ability to drive customer outcomes, retain and grow accounts, and ensure customers achieve maximum value from their investment in Lattice.

Lattice is a high-growth company that is committed to helping organizations transform their people practices through the successful implementation and optimization of the Lattice platform. As a Customer Account Manager, you'll play a key role in helping us expand our market presence while maintaining our reputation for exceptional customer partnership.

What You Will Do

• Serve as a trusted advisor to drive customer satisfaction, retention, and growth across your portfolio of accounts
• Build relationships with key decision makers and stakeholders across a dedicated customer base
• Partner with customers to understand their business objectives and develop strategic plans to achieve them through Lattice
• Drive customer growth by proactively identifying opportunities to deliver greater customer value
• Work closely with cross-functional partners in Customer Care & Activation to support customer adoption and with Sales to capture expansion opportunities
• Operate with a high level of customer orientation, including researching customers' businesses and preparing thoughtful questions and insights in advance of customer meetings
• Ask layered, open-ended questions to understand and clarify customers' objectives and challenges beyond surface-level detail
• Adapt and shift communication style and content to fit the needs of different stakeholders
• Lead with solutions, not products, when making recommendations aligned to customer objectives
• Engage customers consistently to confirm and clarify value and adapt a strategy when needed to optimize ROI
• Use data and insights to support investment recommendations or overcome customer objections
• Proactively mitigate churn risk by adopting a holistic, customer-centric approach

What We Are Looking For

• 6+ years of customer and/or account management experience
• Excellent communication, negotiation, and forecasting skills
• Experience working in a B2B SaaS environment is required, experience working with the HR Technology space is preferred
• Experience carrying a retention target or quota with the ability to develop compelling strategies that deliver results
• Demonstrated customer-oriented business acumen, including the ability to understand and analyze customer needs and develop strategic plans to meet those needs
• Strong proficiency in Salesforce and Excel
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities and deadlines

Nice to Have

• Experience working with HR technology or a similar industry
• Knowledge of marketing automation platforms and CRM systems
• Certification in sales or account management, such as CSPO or CSM

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a high-growth company and contribute to its success
• Collaborative and dynamic work environment with a team of experienced professionals
• Flexible work arrangements, including remote work options
• Professional development opportunities, including training and certification programs
• Access to the latest technology and tools, including Salesforce and Excel
• Recognition and reward programs for outstanding performance
• Comprehensive health and wellness programs, including medical, dental, and vision insurance
• Generous PTO and holiday schedule
• Company-sponsored social events and team-building activities

• Develop a strong understanding of Salesforce and Excel to drive customer outcomes and growth.
• Build a portfolio of case studies or success stories that demonstrate your ability to drive customer satisfaction and revenue growth.
• Prepare thoughtful questions and insights in advance of customer meetings to demonstrate your expertise and build trust with customers.
• Be prepared to discuss your experience working in a B2B SaaS environment and how you've developed compelling strategies to deliver results.
• Research Lattice and its products to understand the company's mission and values and how you can contribute to its success.
• Practice your negotiation and forecasting skills to demonstrate your ability to drive customer growth and revenue.
• Be prepared to discuss your experience working with cross-functional teams and how you've collaborated with sales, customer care, and other stakeholders to drive customer adoption and growth.