Manager, Customer Account Management, SMB

Role Overview

In this leadership role within customer account management at Lattice, you will guide a team focused on strengthening customer satisfaction, protecting renewals, and uncovering growth opportunities. The position centers on building stronger customer relationships, improving product adoption, and driving revenue through a collaborative, process-oriented approach. Your work will help expand the company’s customer engagement capabilities and uphold its reputation for strong customer partnership.

Key Responsibilities

• Build, hire, coach, and develop a strong team of Customer Account Managers so they consistently meet and surpass performance targets.
• Provide regular training, feedback, and career development support to sharpen skills in relationship management, strategic account planning, and revenue expansion.
• Set measurable goals, KPIs, and accountability standards that keep the team aligned and performing effectively.
• Create and execute strategies that improve customer satisfaction, retention, and account growth across the customer base.
• Help the team identify churn signals early and take proactive steps to strengthen long-term customer partnerships.
• Guide account planning efforts so customer priorities stay connected to business objectives.
• Partner closely with Sales, Customer Care, and Product teams to improve workflows and elevate the customer experience.
• Use data and performance insights to track progress and ensure the team stays aligned with company goals.
• Improve the team’s use of CRM tools, forecasting practices, and reporting processes to support better decisions and resource planning.
• Serve as an escalation contact for urgent customer concerns and help drive fast, satisfactory resolution.
• Collect and organize customer feedback to inform product improvements and customer engagement strategy.
• Track market and industry trends, as well as competitive developments, to refine account management practices.

Requirements

• Background in customer success, account management, or sales leadership.
• Proven ability to lead and grow high-performing customer-facing teams.
• Strong strategic thinking and analytical problem-solving skills, with comfort using data to guide decisions.
• Excellent communication, negotiation, and stakeholder management abilities.
• Experience thriving in a fast-moving, high-growth environment and building scalable processes.
• At least 5 years of experience in Account Management, Renewals Management, and/or Sales.
• At least 3 years of people management experience in Account Management, Renewals Management, and/or Sales.

Compensation and Benefits

The estimated annual base cash salary for this position is $123,550 to $154,350. The role is also eligible for incentive stock options, subject to the company’s applicable plans. In addition, variable compensation of $52,950 to $66,150 may be available based on personal performance, company performance, and the terms of the applicable plans.

Benefits associated with this role include medical, dental, and vision insurance; life, AD&D, and disability coverage; emergency weather support; wellness apps; paid parental leave; paid time off including holidays and sick time; commuter and parking accounts; office lunches; internet and phone stipend; one-time work-from-home office setup stipend; 401(k) retirement plan; financial planning; learning and development budget; sabbatical program; and an invest-in-your-people fund.

Pay Transparency

Compensation is benchmarked using location, relevant skills, qualifications, and experience, and may vary accordingly. The company also uses current market data, so posted figures may be updated over time. The salary, other compensation, and benefit details were accurate at the time of posting and may change as permitted by law.

About the Company

Lattice builds tools that help organizations create stronger employee experiences and more successful workplaces. Its people success platform supports performance reviews, engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning, helping companies focus on employee growth and retention. Founded in 2016, the company supports more than 5,000 customers worldwide, including well-known brands such as Loom, Robinhood, and Gusto.

Equal Opportunity Statement

The company provides equal employment opportunity and does not discriminate on the basis of gender, race, religion, national origin, ethnicity, disability, gender identity or expression, sexual orientation, veteran or military status, or any other protected characteristic. It is committed to maintaining an inclusive workplace free from discrimination, harassment, and retaliation.

Application Notice

By submitting an application, you consent to the company processing your personal information for the purpose of evaluating your candidacy in line with its applicant privacy policy.