Manager, Customer Account Management, SMB

New Yorkfull timeRemote

senior

$124k–$154k

H1B: yes

Lattice Manager, Customer Account Management, SMB at Lattice leads and empowers a team responsible for driving customer satisfaction, retention, and growth. The role involves developing strategies to enhance customer relationships and maximize revenue opportunities.

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.

Qualification

Proven experience in customer successExcellent communicationAbility to thrive in a fast-paced

Required

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
The estimated annual cash salary for this role is $123,550 - $154,350. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans.
This position is also eligible for variable compensation of $52,950 - $66,150 subject to personal performance, company performance, and the terms of Lattice’s applicable plans.