Manager, Customer Account Management

Lattice

80d • $123,550 - $154,350

About The Position

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.
• 2+ years of people management experience in Account Management, Renewals Management, and/or Sales.

Responsibilities

• Hire, coach, and mentor a team of Customer Account Managers (CAMs) to achieve and exceed performance goals on adoption and retention.
• Provide ongoing training, development, and feedback to enhance skills in relationship management, strategic planning, and revenue growth.
• Set clear expectations and drive accountability in key performance indicators (KPIs) to drive success.
• Develop and implement strategies to optimize customer adoption, 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.
• Produce accurate and detailed forecasts for customer churn and expansion, using data analysis and strategic insights to support proactive planning.
• 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 and reporting to support decision-making and resource allocation.
• 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.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life, AD&D, and Disability Insurance
• Emergency Weather Support
• Wellness Apps
• Paid Parental Leave
• Paid Time off inclusive of holidays and sick time
• Commuter & Parking Accounts
• Lunches in the Office
• Internet and Phone Stipend
• One time WFH Office Set-Up Stipend
• 401(k) retirement plan
• Financial Planning
• Learning & Development Budget
• Sabbatical Program
• Invest in Your People Fund

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees