Head of SMB Customer Accounts & Growth

Rozgoo; New York (NY); On-site; USD 124,000 - 154,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life, AD&D, and Disability Insurance

Paid Parental Leave

Paid Time off

Job summary

Lattice is seeking a Manager of Customer Account Managers in New York to lead a team focused on customer satisfaction, retention, and revenue growth. You will hire, coach, and mentor CAMs, set KPIs, and align account plans with client objectives.

Collaborate with Sales, Care, and Product to optimize CRM usage, monitor performance with data-driven insights, and drive scalable processes. This leadership role shapes customer partnerships and product feedback in a fast-growing environment.

Qualifications

• Proven experience in customer success, account management, or sales leadership.
• Experience 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 of Customer Account Managers.
• Drive customer success and retention strategies to maximize satisfaction and revenue.
• Collaborate with Sales, Customer Care, and Product to improve processes and CRM usage.
• Monitor team performance using data-driven insights.
• Act as escalation point for high-priority customer issues and gather feedback for product development.
• Stay informed on industry trends and competitive insights to refine practices.

Skills

Customer success

Account management

People management

Strategic thinking

Data-driven decision making

Communication

Negotiation

Stakeholder management

Leadership

Job description

Lattice is seeking a Manager of Customer Account Managers in New York to lead a team focused on customer satisfaction, retention, and revenue growth. You will hire, coach, and mentor CAMs, set KPIs, and align account plans with client objectives.

Collaborate with Sales, Care, and Product to optimize CRM usage, monitor performance with data-driven insights, and drive scalable processes. This leadership role shapes customer partnerships and product feedback in a fast-growing environment.