Manager, Customer Success

What You’ll Do

People Leadership & Coaching: Lead, mentor, and develop a team of Customer Success Managers across both the United States and the United Kingdom. Drive professional growth by conducting regular career development conversations, managing performance cycle frameworks, and building the team's collective commercial and GRC expertise.

Commercial & Retention Accountability: Own team-level renewal, retention, and expansion performance metrics. Maintain absolute visibility into your team's book of business, accurately tracking forecasts and actively engaging to support your direct reports in proactive "save" activities for at-risk accounts.

Strategic Escalation Support: Serve as a point of issue escalation and provide a meaningful leadership presence on complex customer situations. Step into multi-threaded enterprise accounts when a leadership voice is required, coaching CSMs on how to navigate difficult commercial conversations with executive stakeholders.

Process & Playbook Innovation: Assist with the continuous improvement of the Customer Success department by developing, maintaining, and scaling internal standards, operational playbooks, and customer retention strategies.

Goal Alignment & Stewardship: Cascade company and department objectives to your team using the OKR framework. Partner with direct reports to establish, review, and measure clear business targets and individual growth areas within Lattice.

Cross-Functional Collaboration: Partner seamlessly with Sales, Implementation Services, and Product teams to eliminate friction across customer handoffs, deliver Executive Business Reviews, and share product feedback internally.

AI Adoption Advocacy: Coach your team on how to strategically advise customers on leveraging Risk Cloud’s built-in AI capabilities and automated workflows. Model an innovative mindset by encouraging the utilization of generative AI tools to optimize daily workflows, documentation, and internal efficiencies.

Talent Cultivation: Actively participate in the employee lifecycle by refining role scopes, interviewing diverse talent, and making thoughtful leveling and compensation recommendations.

What You Bring

Required

• 5+ years of experience in customer success, account management, or an enterprise client-facing role within the B2B SaaS ecosystem
• 2+ years of formal people management or dedicated team leadership experience with direct accountability for team-level retention, forecasting, and coaching outcomes
• Experience working within a highly configurable low-code/no-code SaaS environment serving risk, compliance, or security practitioners
• Demonstrated ability and passion for developing individual contributors and driving results through regular feedback, career pathing, and effective performance management
• Exceptional communication and presentation skills, with a proven ability to collaborate cross-functionally across Sales, Product, and Services to manage multi-stakeholder enterprise risks
• Deep knowledge and experience working with the world’s largest companies to deliver outcomes and drive success for their business

Nice to Have

• Hands-on familiarity with customer success management platforms (e.g., Planhat, Salesforce) and comfort using Google suite and Slack
• Robust GRC, risk management, or compliance industry knowledge that allows you to guide account strategy and serve as a credible subject-matter resource for your team
• A forward-thinking mindset with a demonstrated curiosity for utilizing Generative AI tools to optimize documentation, asset creation, or team workflows

Total Rewards

• Competitive salary and variable compensation plans
• Equity options
• Flexible health and wellness benefits
• Generous PTO, Annual Company Holidays, Health Days, and Summer Fridays
• Access to LinkedIn Learning, regular People Leader training, and internal Mentorship Program