Enterprise Customer Success Manager


San Francisco, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/29/2021
  • Website: lattice.com
  • Company Address: 22 Battery Street 11th Floor, San Francisco, CA, 94111

About Lattice

Lattice is a people management platform that empowers leaders to build engaged, high-performing teams that inspire winning cultures. With Lattice, it’s easy to launch 360 performance review cycles and engagement surveys, keep track of OKR/goals, gather real-time feedback, and encourage manager 1-on-1 meetings.

Job Description

About the Role

Lattice is looking for someone to lead a growing number of strategic 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 product education, best-practice consultation, and feature adoption. This is a great opportunity for an experienced SaaS Customer Success Manager or Account Manager to help build out and grow with a dynamic start-up.

Check out what our CX team is up to here!


  • You will be responsible for managing, upselling, and retaining our strategic customers
  • You will guide customers through each stage of the Lattice experience, with the key focus on a successful implementation
  • You will develop strong working knowledge of our product and speak fluently about performance management and Lattice best practices, acting as a trusted advisor for your customers
  • You will provide Lattice trainings 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
  • You will help drive customer references and case studies


  • You have 6+ years of Customer Success experience
  • You posses outstanding communication skills and ability to collaborate cross functionally
  • You have experience in a growing startup/technology environment
  • You are passionate about making our customers personally and professionally successful
  • You are an excellent teammate who gives ideas to improve processes
  • You posses a solid work ethic
  • You show commitment to Lattice’s mission and values

Why Lattice?

  • The opportunity to join an energetic team that is passionate about solving customers’ needs and loves coming to work every day
  • A culture that encourages and promotes professional growth and development
  • Competitive salary, equity, and benefits
  • Centrally located office 
  • Flexible vacation/time-off policy
  • Learning and development stipend for every employee
  • Commitment to our values

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.