Scaled Customer Success Manager

We’re looking for a proactive, consultative Scaled Customer Success Manager (CSM) to join our Customer Experience team. In this role, you’ll work in a pooled model supporting a broad portfolio of customers with a primary focus on driving product adoption.

This role is ideal for someone who thrives in a fast-paced environment, is passionate about supporting customers and HR tech. You’ll work with a rapidly evolving product helping People team to make work meaningful at their organizations.

What You’ll Do

• Drive Adoption: Through scaled customer requests or by proactive efforts, consult with customers on a project basis to improve their adoption of Lattice
• Own Customer Outcomes: Proactively identify risk or opportunity signals and work with customers to address concerns and reach favorable outcomes
• Support customers at scale: Lead webinars in partnership with Marketing and host customer office hours to support product education and key lifecycle moments
• Partner Across Teams: Partner closely with Customer Account Managers (CAMs) and Account Executives (AEs), who own commercial outcomes for our customers; work cross-functionally with Marketing, Product, Support, and Sales
• Experiment and Optimize: A/B test communications and campaigns, measure performance, and iterate to improve customer engagement and product usage
• Customer Feedback: Gather feedback across the customer base and help inform product roadmap, content needs, and customer programs
• Tool & Process Innovation: Help build and improve the systems and workflows that power our scaled customer success efforts

What You Bring

• 2–4 years of experience in Customer Success or a related customer-facing role in SaaS
• Experience with or enthusiasm for scaled customer success strategies (e.g., digital CS, lifecycle campaigns, content creation)
• Strong communication skills with the demonstrated ability to distill complex ideas into simple, actionable messages
• Analytical mindset with experience using tools like Salesforce and Looker
• Self-starter mentality with a passion for customer success, experimentation, and driving impact through scalable solutions
• Comfortable operating in a dynamic, fast-paced environment and managing competing priorities
• Fluency using customer success/management tools such as Zendesk and Salesforce

Nice to Have

• Experience working in a pooled or digital CSM model
• Experience working with HR/People teams

The estimated annual cash salary for this role is $70,400 - $88,000. 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 $17,600 - $22,000 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; Lunches in the Office; Internet and Phone Stipend; One time WFH Office Set-Up Stipend; 401(k) retirement plan; Financial Planning; Learning & Development Budget; Sabbatical Program; and Invest in Your People Fund

*Note on Pay Transparency:

Lattice provides an estimate of the compensation for roles that may be hired as required by state regulations. Compensation may vary based on (a) location, as Lattice factors in specific location when benchmarking compensation for most roles; (b) individual candidate skills and qualifications; and (c) individual candidate experience.

Additionally, Lattice leverages current market data to determine compensation, so posted compensation figures are subject to change as new market data becomes available. The salary, other compensation, and benefits information is accurate as of the date of this posting. Lattice reserves the right to modify this information at any time, subject to applicable law.

About Lattice

Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning 🏅– and Lattice is building the tools to empower those people-centric companies.