Manager, Customer Account Management, SMB

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

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.

What You Will Do:

• 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.

What We’re Looking For:

• • 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

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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.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: 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; Lunc