Manager, Customer Account Management, SMB
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Job Description
Manager of Customer Account Management leading a team to drive customer satisfaction and retention at Lattice. Developing strategies for growth while fostering a culture of collaboration and improvement.
Responsibilities:
- Lead and Develop a High-Performing Team: 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.
- Drive Customer Success and Retention: 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.
- Operational Excellence & Strategy Execution: 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.
- Customer Advocacy & Continuous Improvement: 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.
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
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
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