Manager, Customer Success

About the role

The Manager of Customer Success will act as a force multiplier for a high-performing team, driving engagement and reinforcing a culture of accountability. They will balance people leadership with strategic oversight of a client portfolio, coaching the team to master complex enterprise renewals, mitigate churn risks, and help clients maximize business value through our leading AI GRC platform, Risk Cloud.

This role requires up to 50% travel to maintain strong customer relationships, support strategic account engagement, and collaborate with internal stakeholders.

Responsibilities

• 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.
• 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.
• 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.
• Assist with the continuous improvement of the Customer Success department by developing, maintaining, and scaling internal standards, operational playbooks, and customer retention strategies.
• 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.
• Partner seamlessly with Sales, Implementation Services, and Product teams to eliminate friction across customer handoffs, deliver Executive Business Reviews, and share product feedback internally.
• 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.
• Actively participate in the employee lifecycle by refining role scopes, interviewing diverse talent, and making thoughtful leveling and compensation recommendations.

Requirements

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

Qualifications

• Nice to Have: Hands-on familiarity with customer success management platforms (e.g., Planhat, Salesforce) and comfort using Google suite and Slack. Domain Credibility: 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. Technical & AI Curiosity: A forward-thinking mindset with a demonstrated curiosity for utilizing Generative AI tools to optimize documentation, asset creation, or team workflows.

Skills

• Exceptional communication and presentation skills.
• 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.
• A forward-thinking mindset with a demonstrated curiosity for utilizing Generative AI tools to optimize documentation, asset creation, or team workflows.

Benefits

The anticipated base salary range for the role is $115,000 - $140,000 per year + variable + equity + benefits. Actual salaries may vary and will be based on factors, such as the candidate's qualifications, skills, competencies, and proficiency for the role.

Pay

The anticipated base salary range for the role is $115,000 - $140,000 per year + variable + equity + benefits. Actual salaries may vary and will be based on factors, such as the candidate's qualifications, skills, competencies, and proficiency for the role.

Schedule

Our hybrid workplace allows for flexibility aligned to role responsibilities and exceptional customer delivery. Location requirements for this role can be found above.

Total Rewards

• Competitive salary and variable compensation plans.
• Equity options.
• Flexible health and wellness benefits.
• Broad PTO, Annual Company Holidays, Health Days, and Summer Fridays.
• Formal and informal programs and activities, including access to LinkedIn Learning, regular People Leader training, and our internal Mentorship Program.
• Recognition as a top workplace by Built In, Crain’s Chicago Business, the Chicago Tribune, and more.

Culture

• Core values: Be as One, Do the Right Thing, Embrace Curiosity, Own It, Empower Customers, and Raise the Bar.
• Inclusive work environment where all employees’ differences are celebrated and everyone is encouraged to bring their authentic selves to work.
• Commitment to giving back to the communities in which we live and work. Paid volunteer hours and company-wide charitable activities supporting a variety of organizations and causes.