About the Role:

Reporting to the VP, Customer Success, the incoming Director, Customer Success is responsible for operationalizing and enhancing the customer post-sale experience. Your team’s objectives are to drive customer health and retention by providing a strong service. As the leader of a growing team, you will define new processes, hire team management, and work very collaboratively within Lattice to drive continuous improvement.

Check out what our CX team is up to here!

Responsibilities:

• You will attract and retain top talent - both ICs and managers - and motivate, inspire and mentor team members to excel
• You will define the customer journey for our mid-market customers and enhance team efficiency through automation
• You will drive the operating rhythm of the Core Customer Success team to ensure consistent delivery and support for our customer base
• You will foster a healthy culture of learning, growth, and fun 
• You will set the team up for continued growth by enhancing our Team Lead program to build our leaders of tomorrow
• You will serve as a point of escalation for team members and customers
• You will partner closely with Support and Implementation to deliver a positive and seamless experience for our customers
• You will partner closely with Account Management to support continued customer growth
• You will partner closely with CX Ops to define and measure project success
• You will partner with product and engineering to continuously improve products and bring the voice of the customer into the organization

About You:

• You have 5+ years of experience working in a Customer Success leadership role in a SaaS company and have managed Managers
• You have led large, geographically dispersed teams (25+) in a hyper-growth environment while creating a challenging and fun environment
• You have experience building for scale -- building programs and leveraging technology that allows customers to achieve value while maintaining efficiency in our support model
• You have determined and aligned teams to the right metrics and have demonstrated success of driving operational rigor and consistency
• You have demonstrated experience refining process to create efficiency gains through automation
• You have supported a mid-market customer base (60 accounts/CSM) and are adept a servicing a large volume of customers
• You’ve built or refined customer journeys which have resulted in efficiency gains, customer health improvements, and retention gains
• You’ve built high-performing teams that effectively drive product adoption and value realization and you know how to measure success
• You thrive in an evolving environment where you have the ability to iterate on current process
• You have a keen eye for talent development and invest deeply in the continued growth of your team
• You've built effective cross-functional partnerships with sales, product, and engineering that have helped increase revenue, enhanced products, and enhanced your ability to drive customer success
• You are comfortable with Gainsight, Salesforce, and BI tools like Looker 

Nice to haves:

• You have built or supported a tech-touch model

Why Lattice?

• We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment
• The opportunity to join an experienced and ambitious team that is passionate about solving customers’ needs and loves coming to work every day
• Partner with 2,750+ companies around the world to make sure their employees are engaged and performing at a high level
• A culture that encourages and promotes professional growth and development, with continuous learning reimbursements
• Competitive salary, equity, and benefits
• Flexible vacation/time-off policy

About Lattice

Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choice than ever before, businesses that put employees first are winning – and Lattice is building the tools to empower those people centric companies. Lattice is a people management platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line. Since launching in 2016 we have grown to over 3,100 customers globally, including brands like Slack, Pinterest, Reddit, and Asana.

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Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

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