About The Role

We are looking for a Scaled Success Associate that thrives in connecting with customers to coach them through Lattice best practices. In this role, you will be responsible for prioritizing your large book of SMB accounts to focus your efforts on the right customers where you can increase product adoption and retention. 

Our Scaled team needs someone who is comfortable experimenting and building new processes, understands how to prioritize customers at scale, and can analyze the impact of their work. This is a new role at Lattice so it is an opportunity to make a lot of impact and operate with high autonomy as long as you’re also comfortable with some ambiguity. The Scaled team is innovative and agile and we’re looking for customer-centric people who can help us continue to build an outstanding scaled program.

Creative, upbeat, and self-driven, you understand customer needs and know how to be a trusted partner so companies continue to grow with Lattice. You also love understanding a product in-depth and educating customers on how it can benefit them.

Responsibilities: 

• Leverage your customer-facing skills and learned product knowledge to increase customer adoption through strategic customer touch points (employee training, product launch support, post-launch analysis and action planning, and more)
• Guide customers to utilize Lattice best practices to reach their outcomes
• Develop a thorough understanding of our product roadmap and strategy and excel at presenting that to our customers
• Analyze customer data to guide proactive customer engagement with the goal of increasing retention
• Develop, test, and iterate on scaled playbooks and engagement strategies
• Proactively identify and flag churn risks and upsell opportunities within your customer segment
• Maintain a deep understanding of our product and best practices customers should use to achieve their outcomes
• Listen to customer needs, identify customer trends, and submit internal feedback to shape our Lattice roadmap
• Create and conduct product training to educate customers so they can engage, retain and grow their employee base

Qualifications: 

• You have a bachelor’s degree or equivalent work experience
• 2+ years of client-facing work experience supporting customers in customer success or account management
• You have outstanding communication and project management skills
• You have strength in multi-tasking, prioritization, attention to detail, and organization
• You are an excellent teammate who gives ideas to improve processes
• You are a self-starter who has fresh ideas when it comes to growing customer adoption
• You know how to listen to the customer and translate their business needs into a personalized consultation
• You're a go-getter who thrives in a fast-paced environment, embraces change and takes the initiative to get things done
• You are familiar with Gainsight and/or Salesforce

Why Lattice 

• Help make a difference in the culture of fast-growing companies around the world. Lattice helps 2,100+ companies around the world make sure their employees are engaged and performing at a high level.
• Great product makes marketing’s job a bit easier! Lattice is #1 rated on G2 Crowd (4.6 stars) for performance management
• Lattice is one of the Best Places to Work in the Bay Area! 
• While we’ve raised $94 million from investors such as Tiger Global, Shasta and Y-Combinator, we’ve grown sustainably and have plenty of runway to weather any potential future macro volatility
• Work with an A+ smart, passionate, and genuinely nice marketing and sales team. 
• We take culture very seriously - we encourage and promote professional growth and development - it’s part of our DNA!
• Competitive salary, equity, and benefits 
• A hybrid remote / in-office work environment once we go back to the office (3 days in the office a week)
• 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 innovation is happening all around us, there's commonality – people are driving these changes. We offer a solution that helps companies put employees first. Lattice is a people management tool that offers 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. Since launching in 2016 we have grown to over 2000 customers globally, including brands like Slack, Reddit, Glossier, 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.