Manager, Customer Account Management, SMB

This is Customer Account Management Leadership at Lattice

As a Manager of Customer Account Managers, you will lead and empower a team responsible for driving customer satisfaction, retention, and growth. You’ll develop strategies to enhance customer relationships, ensure platform adoption, and maximize revenue opportunities while fostering a culture of collaboration and continuous improvement. Your leadership will be instrumental in scaling our customer engagement efforts and maintaining our reputation for exceptional customer partnership.

What You Will Do:

• Lead and Develop a High-Performing Team:
  • Hire, coach, and mentor a team of Customer Account Managers (CAMs) to achieve and exceed performance goals.
  • Provide ongoing training, development, and feedback to enhance skills in relationship management, strategic planning, and revenue growth.
  • Establish clear expectations, key performance indicators (KPIs), and accountability measures to drive success.
• Drive Customer Success and Retention:
  • Develop and implement strategies to optimize customer satisfaction, retention, and expansion within our customer base.
  • Ensure the team proactively identifies and mitigates churn risks while fostering long-term customer partnerships.
  • Oversee and support account planning efforts to align with customer objectives and business goals.
• Operational Excellence & Strategy Execution:
  • Collaborate cross-functionally with Sales, Customer Care, and Product teams to improve processes and enhance the customer experience.
  • Monitor team performance using data-driven insights, ensuring alignment with company objectives.
  • Drive efficiency in CRM usage, forecasting, and reporting to support decision-making and resource allocation.
• Customer Advocacy & Continuous Improvement:
  • Act as an escalation point for high-priority customer issues, ensuring swift resolution and satisfaction.
  • Gather and synthesize customer feedback to influence product development and customer engagement strategies.
  • Stay informed on industry trends and competitive insights to refine customer account management best practices.

What We’re Looking For:

• Proven experience in customer success, account management, or sales leadership.
• Demonstrated success in leading and developing high-performing customer-facing teams.
• Strong strategic thinking and problem-solving abilities, with a focus on data-driven decision-making.
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to thrive in a fast-paced, high-growth environment and drive scalable processes.
• 5+ years of experience working in Account Management, Renewals Management, and/or Sales
• 3+ years of people management experience in Account Management, Renewals Management, and/or Sales