Manager, SMB Relationship Management

This is Relationship Management at Lattice 

Over the last few years, Lattice has grown very quickly -- both in terms of the number of customers and the breadth of our product suite -- creating a massive opportunity for us to drive revenue through strategic and methodical retention and expansion techniques. As one of the first leadership hires on Lattice’s new Relationship Management team, you will contribute to building a new function from the ground up. You will build and lead a team of Relationship Managers responsible for the revenue retention and expansion of Lattice’s SMB accounts. As a leader of a new and growing team, you will define the strategy and partner cross-functionally to achieve it.

Preferably, you would be able to work out of our New York office 1-2 times a week.

What You Will Do

• You will attract and retain top talent
• You will motivate, inspire, and mentor your team members to achieve strong quarterly results
• You will help craft the relationship management strategy for Lattice
• You will build relationship management playbooks that drive revenue retention and expansion for Lattice’s SMB accounts
• You will partner with Operations and Customer Success to define and execute against rules of engagement and customer journey triggers
• You will partner with GTM Enablement to develop training for your team
• You will partner with Customer Success to deliver a unified and professional customer experience
• You will partner closely with Sales teams to ensure customers’ pre-sale expectations are exceeded in the post-sale experience
• You will partner with Product to continuously improve products and be a voice in the roadmap
• You will measure your success and your team’s success based on revenue expansion and gross retention outcomes

What You Bring to the Table

• You have 5+ years of experience working in Relationship Management, Account Management, Renewals Management, and/or Sales
• You have 2+ years of people management experience in Relationship Management, Account Management, Renewals Management, and/or Sales
• You’ve built teams from the ground up and you get energy from designing new customer journeys and playbooks
• You have a proven track record of leading successful and consistent relationship management, account management, or sales teams
• You have vast experience managing large, strategic accounts
• You’ve built clear and measurable KPIs for teams you have managed and you have delivered consistently against those KPIs
• You've built successful cross-functional partnerships with Customer Success and Sales to deliver a great customer experience 
• You thrive in a fast-paced SaaS startup environment
• Nice to haves:
• You have experience in HR tech
• You have been part of an organization that transitioned renewals ownership from Customer Success to a specialized Account Management function

 

The estimated annual cash salary for this role is $96,250 - $120,250. 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 $64,250 - $80,200 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; Workplace Amenities Stipend, 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.

 

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