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Customer Account Manager, SMB

London

The Customer Account Manager serves as a crucial bridge between Lattice and our customers, combining strategic partnership with revenue growth to help organizations make work more meaningful for their teams. In this role, you'll build and nurture strong relationships while serving as a trusted advisor to your portfolio of customers. You'll drive platform adoption, ensure customer satisfaction, and identify growth opportunities that align with our customers' evolving needs.

As a Customer Account Manager, you'll help organizations transform their people practices through the successful implementation and optimization of the Lattice platform. 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.

This is an exciting opportunity to join Lattice during a time of high-growth.  You will also play a key role in helping us expand our market presence while maintaining our reputation for exceptional customer partnership. If you're passionate about helping organizations build stronger cultures and more engaged teams while driving business results, we’d love to speak with you.

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, but not limited to
    • Researching customers’ businesses and preparing thoughtful questions and insights in advance of customer meetings 
    • Asking layered, open-ended questions to understand and clarify customers’ objectives and challenges beyond surface-level detail 
    • Adapting and shifting communication style and content to fit the needs of different stakeholders
    • Leading with solutions, not products, when making recommendations aligned to customer objectives
    • Engaging customers consistently to confirm and clarify value and adapt a strategy when needed to optimize ROI
    • Using data and insights to support investment recommendations or overcome customer objections
    • Proactively mitigating churn risk by adopting a holistic, customer-centric approach
    • Applying business acumen in account planning by considering economic, industry, and company factors with a customer-centric lens
    • Mapping all key stakeholders in an account to assess the strength of the account relationship and create account outreach strategy
  • Act as the voice of the customer to provide feedback for product and service improvements
  • Consistently practice humility - seeking guidance from colleagues when faced with novel challenges or untested scenarios
  • Maintain discipline in territory and account planning, forecasting, quota attainment, and using the CRM and other sales tools

What You Will Bring to the Table

  • 2-4 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 is required
  • Demonstrated customer-oriented business acumen, including
    • Ability to gather and use data to inform decision making and persuade others
    • Ability to assess business opportunities and read prospective buyers
    • Ability to orchestrate the closure of business with an accurate understanding of prospect needs
    • Ability to include multiple partners and members of the company management team to position company products against direct and indirect competitors
  • Proficiency with tools including Salesforce, Gainsight, Drift, Google Suite, and Slack

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The estimated annual cash salary for this role is £53,200 - £66,500. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans.

This position is also eligible for variable compensation of £22,800 - £28,500 subject to personal performance, company performance, and the terms of Lattice’s applicable plans.

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 5,000+ customers globally, including brands like Loom, Robinhood, and Gusto. 

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.

By clicking the "Submit Application" button below, you consent to Lattice processing your personal information for the purpose of assessing your candidacy for this position in accordance with Lattice's Job Applicant Privacy Policy.

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