Customer Account Manager, Upmarket

Who you are

You have a proven track record in account management, ideally with experience in a SaaS environment — you've successfully built and nurtured relationships with key decision-makers and stakeholders. Your ability to understand customer needs and align them with business objectives sets you apart as a trusted advisor. You thrive in high-growth environments and are passionate about helping organizations enhance their people practices through effective platform implementation.

You possess excellent communication skills — you can articulate complex ideas clearly and effectively, ensuring that customers feel valued and understood. Your strategic mindset allows you to identify growth opportunities within your portfolio, driving customer satisfaction and retention. You are results-oriented and take pride in helping customers achieve maximum value from their investments.

Desirable

Experience in a customer success or account management role within a technology company is a plus. Familiarity with performance management or employee engagement platforms will help you connect with customers more effectively. A background in consulting or strategic partnerships can also enhance your ability to drive customer outcomes.

What you'll do

In this role, you will serve as a crucial bridge between Lattice and its customers, focusing on driving platform adoption and ensuring customer satisfaction. You will build strong relationships with your portfolio of accounts, acting as a trusted advisor to help organizations achieve their business objectives. Your success will be measured by your ability to retain and grow accounts, ensuring that customers derive maximum value from their investment in Lattice.

You will partner with customers to understand their unique needs and develop strategic plans that align with their goals. This involves proactively identifying growth opportunities and collaborating with internal teams to deliver tailored solutions. You will also play a key role in expanding Lattice's market presence while maintaining a reputation for exceptional customer partnership.

Your responsibilities will include driving customer engagement through regular check-ins, providing insights on platform usage, and facilitating training sessions to enhance user experience. You will work closely with cross-functional teams to ensure that customer feedback is incorporated into product development and service enhancements.

What we offer

Lattice is committed to fostering a culture of inclusion and collaboration. As a Customer Account Manager, you will have the opportunity to make a significant impact on our customers' success while contributing to the growth of the company. We offer competitive compensation and benefits, along with a supportive work environment that encourages professional development and career advancement. Join us in our mission to make work more meaningful for teams everywhere.