Senior Customer Success Manager London, England
Job description
About the Role
Lattice is looking for someone to manage a growing number of mid-sized accounts to drive adoption and outcomes leading to renewals, expansion, and advocacy across our portfolio. This position is responsible for making sure that clients are constantly realizing the value of our platform with an emphasis on feature adoption, product education, and best-practice consultation. This is a great opportunity for an experienced SaaS Customer Success Manager or Account Manager to help build out and grow with a dynamic team in the EMEA region.
Check out what our Customer Experience team is up to here!
Responsibilities
- You will be responsible for managing, driving product adoption and supporting our customers in realizing the value of our platform
- You will partner closely with your Account Manager to support renewal and expansion opportunities as well as identify risk
- You will build influential relationships with customer senior decision makers and economic buyers
- You will develop strong working knowledge of our product and speak fluently about performance management and Lattice best practices
- Act as a trusted advisor and subject matter expert to customers
- You will provide Lattice training and education to customers to help them achieve their performance management goals. As a part of this, you will keep our customers informed on product updates
- You will act as a customer advocate to our product team by collecting and sharing customer feedback and ideas
- You will maintain high levels of customer engagement and satisfaction with a focus on customer dedication and loyalty
Qualifications
- You have 4+ years of Customer Success performance
- You possess strong communication skills and ability to collaborate cross functionally
- You have experience in a growing startup/technology environment
- You are an excellent teammate who gives ideas to improve processes
- Experience working successfully with cross-functional teams and at all levels of management (both internally and externally)
- Overwhelming desire to make our customers personally and professionally successful
- Motivated and excited by being an early member of the EMEA team, and playing an active role in the team's continued growth and success
- Experience using sales tools including, but not limited to Salesforce, Gainsight, etc.
- A strong commitment to Lattice's mission and values (Ship Shipmate Self, Clear Eyes, Chop Wood Carry Water, and What's Next?)
The estimated annual cash salary for this role is £76,091 - £101,228. This position is also eligible for incentive stock options, subject to the terms of Lattice's applicable plans.
Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: 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; Workplace Amenities Stipend, Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund
- Note on Pay Transparency:
Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience.
Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.
About Lattice
Lattice is on a mission to build cultures where employees and their companies thrive . In an age where employees have more choices than ever before, businesses that put employees first are winning – and Lattice is building the tools to empower those people-centric companies. Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line . Since launching in 2016, we have grown to over 4,600+ customers globally, including brands like Slack, Pinterest, Reddit, and Asana.
What else does Lattice have to offer? We're so glad you asked! We invest in our people's personal and professional growth because that sort of growth begets business impact and personal fulfillment . We believe in the value of continued learning investments and reimbursements. We offer a competitive salary (including equity) and our benefits are thoughtful. We believe that taking the time for you is important and have a flexible vacation/time-off policy to prove it. We even incorporated Lattice "Recharge Days" to ensure you're getting a break every month. Lattice has also implemented a remote-first hybrid model (team-dependent, you work from wherever makes you most comfortable). If that gets you excited, now is the perfect time to join; so bring your appetite for ownership and creation and help Lattice continue to grow!
Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
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