About Lattice

Lattice is on a mission to build cultures where employees and their companies thrive. We offer performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, and goal setting in a way that allows companies to focus on employee development, growth, and engagement. We’ve been in the market for just over two years, and have grown rapidly to serve over 1,200 customers globally, including brands like Slack, WeWork, Reddit, Glossier, and Asana.

About the Role

Lattice is seeking an experienced and passionate Customer Marketing Manager with a proven track record to build a best-in-class customer marketing program that will shape our long-term approach to customer advocacy, advisory, and loyalty. As a member of the marketing team, you’ll lead the creation of inspiring and compelling resources, experiences, and community that helps support and showcase our amazing customers. You’re a strategic thinker and a doer, and you’ll work cross-functionally across customer success, sales, design, product, and more to bring your vision to life.

Responsibilities:

• Engage with customers to capture powerful stories about the impact of Lattice on their organizations. Work independently and collaborate with Lattice's Content team to bring these stories to life via videos, written case studies, testimonials, public speaking events, and more.
• Own our customer communications strategy and calendar, balancing the needs of various Lattice teams and always putting the customers first. 
• Manage and grow our Customer Advisory Board program, helping us entrench ourselves with our largest customers and leverage their insights to drive our strategic direction.
• Develop educational content and programs, in conjunction with Lattice Advisory Services and Lattice Product Marketing team, that drive adoption of, and satisfaction with, Lattice.
• Build and administer a successful customer reference program, easing burden on AEs, CSMs, and customers by streamlining processes and taking full ownership of the program's success. 
• Develop creative approaches to customer rewards. Consider the customer lifecycle in designing a program that delights and recognizes our customers.
• Manage customer marketing programs such as webinars and workshops to help educate and enable customers and prospects while also positioning Lattice as experts.
• Develop a Partner Marketing program for Lattice's consultant partner network
• Create sales enablement opportunities with programs that connect prospects and customers informally to help support sales efforts.
• Design and administer our customer certifications and partner certifications program
• Lead and manage the program to support customer reviews on third-party sites like G2, etc.
• Educate key internal team (e.g. sales, sales management and demand gen) about the availability and deployment of customer advocacy assets.
• Measure and report on the value and impact of customer programs (e.g., inclusive of customer referrals, net promoter score, volume of positive social brand mentions, etc.)
• Expand and protect the Lattice brand through deep understanding of our industry, customers, tools and competitors.

Requirements:

• Bachelor’s Degree required
• 5+ years marketing experience with at least 2 years in a hands-on customer marketing/advocacy role — inside a B2B SaaS technology company preferred
• Comfort in analyzing and storytelling with data
• Experience managing to and tracking a budget
• Experience administering an LMS
• Technical knowledge of the latest digital marketing tools and channels, including CRM / Marketing Automation platforms (Salesforce, Marketo, etc.)
• Experience with managing peer reviews on Gartner Peer Insights, G2, TrustRadius, etc.
• Excellent writing, editing, and communication skills
• Innovative thinker capable of operating both in a strategic capacity and a hands-on/execution capacity
• Experience working in a fast-paced, cross-functional environment
• Background supporting large sales and customer success organizations in a growth environment is preferred

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