Lattice is hiring a

Customer Success Manager - Commercial

San Mateo, United States
Full-Time

Customer Success Manager - Commercial

Join our team 
Lattice Engines, a predictive analytics company empowering B2B marketing and sales, is a seeking a Customer Success Manager to join our Commercial Team.  Our software is used by over a hundred leading firms and many Fortune 500 companies including Dell, EMC, Thompson Reuters, PayPal, Staples, and SunTrust Bank. Backed by Sequoia Capital and New Enterprise Associates, Lattice features a proven leadership team with backgrounds from companies such as McKinsey, Bain, BCG, Accenture, Oracle, Siebel, Salesforce.com and Eloqua.

 

Description:

Do you have a passion for data-driven insights? Do you find yourself creating in-depth spreadsheets when planning a group vacation? Lattice is looking for someone who has a passion for turning data into relevant and actionable information. In the position of Customer Success Manager (CSM), you will work externally with customers, as well as internally with Sales, Marketing, and Product teams to help drive customer satisfaction. The CSM will serve as a trusted advisor to their customers, helping them achieve success with Lattice.  Over time, CSMs should be capable of sharing predictive analytics insights with customers as well as best practices for Sales & Marketing teams using Lattice’s predictive insights.  CSMs will regularly interface with our customer’s Sales, Marketing, and IT teams to execute their role. 

Responsibilities

  • Work closely with the Lattice implementation team during initial customer onboarding to ensure satisfactory integration of our software with our customer’s CRM and/or MAP
  • Manage the post-sale relationship for commercial customers through strong relationship-building, product knowledge, project management, expectation-setting, and delivery
  • Maintain a deep understanding of our solution and speak with customers about the most relevant features and functionality for their specific business needs
  • Ensure that there is always a ‘next step’ identified with each customer towards driving true adoption of Lattice software
  • Conduct regular check-in calls and prepare high-level quantitative analysis to show customers how Lattice has helped their business
  • Drive renewals and partner with Sales to develop a plan for account expansion
  • Identify opportunities for customers to engage with the Lattice Marketing team to develop videos, quotes, and case studies
  • Work closely with Product to identify opportunities for product improvement based on customer feedback
  • Function as the voice of the customer and proactively provide internal feedback on how all Lattice teams can better serve our customers

 

Qualifications:

  • 4-year degree required (quantitative subject preferred)
  • 1-3 years of experience at a SaaS company in a customer-facing role such as account management or consulting
  • Proven track record of success in driving internal teams to deliver towards customer objectives
  • Sales & Marketing business domain knowledge is highly desirable
  • Familiarity with Excel pivot tables, filters, and basic formulas is a must
  • Familiarity with Salesforce, Marketo, and/or Eloqua is a plus
  • Enjoys working closely with customers to ensure complete satisfaction
  • A real go-getter who takes the initiative to get things done
  • Excellent analytical and problem solving skills
  • Strong verbal and written communication skills

 

About Lattice Engines
Lattice is revolutionizing sales and marketing through the power of Predictive Analytics.  We help our customers know who will buy, what they will buy, and when they will buy.  Our lead optimization platform delivers real-time, predictive and actionable insight to sales and marketing professionals wherever they are so they can engage the most receptive customers in the most compelling ways. Fortune 500 companies such as Dell, EMC, Paypal, and SunTrust rely on Lattice to generate more pipeline, improve conversion rates, and double win rates. Lattice is privately held and backed by Sequoia Capital and NEA with headquarters in San Mateo, California, and regional offices in Austin, Boston, and New York.

We offer a great opportunity to get involved with a high-growth company and be a major contributor to its success. Compensation includes salary, commissions, stock options, and benefits including medical, dental, vision, and 401k.

 

 

 

 

 

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