Manager, Customer Account Management, SMB

## About the Role As a Manager of Customer Account Management, you will be at the forefront of driving customer satisfaction, retention, and growth. This role is pivotal in developing and implementing strategies that enhance customer relationships, ensure platform adoption, and maximize revenue opportunities. You will be part of a dynamic team that values collaboration and continuous improvement, and your leadership will play a crucial role in scaling customer engagement efforts.

The day-to-day of this role involves leading and empowering a team of Customer Account Managers to achieve and exceed performance goals. This includes hiring, coaching, and mentoring team members to excel in relationship management, strategic planning, and revenue growth. You will establish clear expectations, key performance indicators (KPIs), and accountability measures to drive success.

The team you will lead is responsible for driving customer success and retention through strategic planning and relationship management. This involves developing and implementing strategies to optimize customer satisfaction, retention, and expansion within the customer base. Your team will proactively identify and mitigate churn risks, fostering long-term customer partnerships.

## What You Will Do - Lead and develop a high-performing team of Customer Account Managers to achieve and exceed performance goals - Hire, coach, and mentor team members to enhance their skills in relationship management, strategic planning, and revenue growth - Establish clear expectations, KPIs, and accountability measures to drive success - Develop and implement strategies to optimize customer satisfaction, retention, and expansion - Proactively identify and mitigate churn risks, fostering long-term customer partnerships - 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

## What We Are Looking For - 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 - Strong proficiency in Excel and CRM systems

## Nice to Have - Experience with sales forecasting and revenue growth strategies - Knowledge of customer success platforms and tools - Certification in sales or customer success leadership

## Benefits and Perks - Competitive salary - Incentive stock options - Variable compensation based on performance - Medical, dental, and vision insurance - Remote work stipend - Professional development opportunities - Access to cutting-edge technology and tools

- Develop a strong portfolio showcasing your leadership and customer success achievements - Highlight your proficiency in CRM systems and Excel, and be prepared to provide examples - Demonstrate your ability to drive scalable processes and lead high-performing teams - Prepare to discuss your experience with sales forecasting and revenue growth strategies - Research Lattice's company culture and be ready to explain how your skills and experience align with their values and mission