Manager, Customer Success

About the Role

As the Manager of Customer Success, you will act as a force multiplier for a high-performing team, driving engagement and reinforcing a culture of accountability. While balancing people leadership with strategic oversight of a client portfolio, you will coach your team to master complex enterprise renewals, mitigate churn risks, and help our clients maximize business value through our leading AI GRC platform, Risk Cloud.

This role requires up to 50% travel to maintain strong customer relationships, support strategic account engagement, and collaborate with internal stakeholders.

What You’ll Do

• People Leadership & Coaching: Lead, mentor, and develop a team of Customer Success Managers across both the United States and the United Kingdom. Drive professional growth by conducting regular career development conversations, managing performance cycle frameworks, and building the team's collective commercial and GRC expertise.
• Commercial & Retention Accountability: Own team-level renewal, retention, and expansion performance metrics. Maintain absolute visibility into your team's book of business, accurately tracking forecasts and actively engaging to support your direct reports in proactive 'save' activities for at-risk accounts.
• Strategic Escalation Support: Serve as a point of issue escalation and provide a meaningful leadership presence on complex customer situations. Step into multi-threaded enterprise accounts when a leadership voice is required, coaching CSMs on how to navigate difficult commercial conversations with executive stakeholders.
• Process & Playbook Innovation: Assist with the continuous improvement of the Customer Success department by developing, maintaining, and scaling internal standards, operational playbooks, and customer retention strategies.
• Goal Alignment & Stewardship: Cascade company and department objectives to your team using the OKR framework. Partner with direct reports to establish, review, and measure clear business targets and individual growth areas within Lattice.
• Cross-Functional Collaboration: Partner seamlessly with Sales, Implementation Services, and Product teams to eliminate friction across customer handoffs, deliver Executive Business Reviews, and share product feedback internally.
• AI Adoption Advocacy: Coach your team on how to strategically advocate for AI adoption within customer organizations to drive value and retention.