Manager, Customer Account Management, SMB

Lattice

6d•$123,550 - $154,350•Remote

About The Position

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.

Requirements

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

Responsibilities

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.