Lattice

Director

• You will design and operationalize the GTM system from design through execution and adoption.
• Build a signal-driven pipeline generation system across outbound, inbound, and campaigns, including account prioritization, messaging, and play orchestration
• Own the development of Revenue Enablement as a performance system that drives behavior change and measurable revenue outcomes
• Identify and implement high-impact AI use cases across prospecting, deal inspection, manager coaching, and workflow automation
• Build and operationalize GTM systems directly - including workflows, plays, and pilots - not just strategy
• Improve consistency, productivity, and execution across the field without owning day-to-day sales execution
• Own GTM systems and programs end-to-end, from design through execution
• Act as the connective layer across Sales, Marketing, RevOps, and Enablement to ensure the GTM systems operate as a unified whole
• Partner closely with Sales Leadership (including VP Sales) to ensure GTM design translates into consistent field execution
• Build and test systems before scaling them
• Drive change through influence, not just authority

Director, Revenue Excellence

Customer Support

• Support our customers through live chat, email, and video calls
• Act as an extended branch of Customer Success by partnering with Customer Success Managers
• Effectively identify when to work with cross-functional partners to drive retention
• Participate in the subject matter expert (SME) program
• Assist with escalated conversations to ensure best support for customers
• Mentor new team members as they navigate through onboarding
• Excelling at all individual team productivity and quality metrics
• Suggesting solutions positively impacting the team

Senior Customer Support Associate

Account Manager

• Lead and Develop a High-Performing Team: Hire, coach, and mentor a team of Customer Account Managers (CAMs) to achieve and exceed performance goals. Provide ongoing training, development, and feedback to enhance skills in relationship management, strategic planning, and revenue growth. Establish clear expectations, key performance indicators (KPIs), and accountability measures to drive success.
• Drive Customer Success and Retention: Develop and implement strategies to optimize customer satisfaction, retention, and expansion within our customer base. Ensure the team proactively identifies and mitigates churn risks while fostering long-term customer partnerships. Oversee and support account planning efforts to align with customer objectives and business goals.
• Operational Excellence & Strategy Execution: Collaborate cross-functionally with Sales, Customer Care, and Product teams to improve processes and enhance the customer experience. Monitor team performance using data-driven insights, ensuring alignment with company objectives. Drive efficiency in CRM usage, forecasting, and reporting to support decision-making and resource allocation.
• Customer Advocacy & Continuous Improvement: Act as an escalation point for high-priority customer issues, ensuring swift resolution and satisfaction. Gather and synthesize customer feedback to influence product development and customer engagement strategies. Stay informed on industry trends and competitive insights to refine customer account management best practices.

Manager, Customer Account Management, SMB

• Serve as a trusted advisor to drive customer satisfaction, retention, and growth across your portfolio of accounts
• Build relationships with key decision makers and stakeholders across a dedicated customer base
• Partner with customers to understand their business objectives and develop strategic plans to achieve them through Lattice
• Drive customer growth by proactively identifying opportunities to deliver greater customer value
• Work closely with cross functional partners in Customer Care & Activation to support customer adoption and with Sales to capture expansion opportunities
• Operate with a high level of customer orientation including, but not limited to
• Researching customers’ businesses and preparing thoughtful questions and insights in advance of customer meetings
• Asking layered, open-ended questions to understand and clarify customers’ objectives and challenges beyond surface-level detail
• Adapting and shifting communication style and content to fit the needs of different stakeholders
• Leading with solutions, not products, when making recommendations aligned to customer objectives
• Engaging customers consistently to confirm and clarify value and adapt a strategy when needed to optimize ROI
• Using data and insights to support investment recommendations or overcome customer objections
• Proactively mitigating churn risk by adopting a holistic, customer-centric approach
• Applying business acumen in account planning by considering economic, industry, and company factors with a customer-centric lens
• Mapping all key stakeholders in an account to assess the strength of the account relationship and create account outreach strategy
• Act as the voice of the customer to provide feedback for product and service improvements
• Consistently practice humility - seeking guidance from colleagues when faced with novel challenges or untested scenarios
• Maintain discipline in territory and account planning, forecasting, quota attainment, and using the CRM and other sales tools

Customer Account Manager

Full-stack Engineer

• Design and implement AI-powered workflows that improve operational efficiency and automate recurring business processes across the revenue organization.
• Build internal intelligence systems that surface actionable insights for GTM leaders and operational teams.
• Partner closely with Revenue Operations, Marketing Operations, Customer Success Operations, Finance, and Data teams to design scalable internal solutions.
• Build and maintain the underlying workflows, integrations, and systems powering AI-enabled GTM operations.
• Act as both a technical builder and strategic thought partner in modernizing how the business operates through AI.
• Help create scalable systems that transform raw GTM data into usable business intelligence.
• Continuously identify opportunities to reduce manual work and improve decision-making through AI and automation.

GTM Engineer

• Design and ship a robust, end-to-end AI evaluation framework, covering offline evals, production tracing, and human-in-the-loop feedback loops, connected across all of Lattice’s AI use cases.
• Define and instrument the metrics that actually matter: agent task completion, hallucination rates, response quality, user engagement, and downstream business outcomes.
• Build and maintain evaluation datasets, test harnesses, and automated scoring pipelines to catch regressions before they ship.
• Identify and surface the drivers of agent quality improvement, giving the team clear signals on where to invest.
• Architect and implement reusable agent infrastructure: multi-turn conversation workflows, recommendation services, LLM DAGs, and standardized agent topology patterns using LangGraph.
• Build and scale RAG pipelines and retrieval infrastructure, including vector store management and retrieval quality optimization.
• Make principled build vs. buy decisions across LLM providers, agent frameworks, and evaluation tooling, balancing capability, cost, latency, and vendor risk.
• Contribute to production AI systems with a strong focus on reliability, observability, and performance, not just prototypes.
• Own projects end-to-end: scope them, drive them to completion, and bring in the right people at the right time.
• Partner with engineering leads and managers to inform technical direction on agent quality and evaluation strategy you’ll be expected to hold intelligent, substantive conversations about methodology, not just implementation.
• Raise the AI engineering bar across the broader team through code review, documentation, and thoughtful technical debate.

Senior Software Engineer, AI

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Security Engineer

• Partner with engineers to identify, triage, and remediate security issues in product features and services
• Participate in security reviews and threat modeling for new features and systems
• Perform security-focused code reviews and help identify common vulnerabilities
• Contribute to secure-by-default patterns, libraries, and tooling in our TypeScript-based stack
• Help implement and operate security tooling (SAST, DAST, dependency scanning, etc.)
• Support vulnerability management workflows, including internal findings and bug bounty reports
• Assist in investigating security issues and assessing risk and impact
• Collaborate with platform and infrastructure teams to improve application and cloud security posture
• Assist in identifying and mitigating risks in AI/LLM-powered features, including prompt injection, data leakage, and unsafe output handling
• Contribute to security guidance, documentation, and training for engineering teams

Product Security Engineer

Manager

• Own the strategy and execution of multi-channel campaigns (email, in-app, webinars, events) that drive handraisers and influence expansion pipeline.
• Partner with RevOps to identify high-propensity segments and define targeted campaign motions.
• Build and scale our advocacy engine, including G2 reviews, customer references, stories, and testimonials.
• Partner with Product Marketing to translate customer outcomes into compelling proof points.
• Equip CAMs with ready-to-use campaign kits, messaging, and customer proof to drive account growth.
• Define success metrics across campaigns and advocacy (pipeline influenced, handraisers, review velocity, reference utilization).

Senior Customer Campaigns – Advocacy Manager

• Provide quality support to customers through live chat, email, and video calls
• Act as an extended branch of Customer Success by partnering with Customer Success Managers and building trusted relationships with high tiered clients
• Effectively identify when to work with cross functional partners to drive retention by leveraging processes and analyzing data to share customer insights
• Assist with escalated conversations to ensure best support for all customers throughout business hours
• Mentor new team members as they navigate through the onboarding process and grow into more tenured roles.

Customer Account Manager, Upmarket

Product Marketing

• Own the enablement strategy across discovery, demo, and deal execution. Translate business priorities into focused initiatives that improve pipeline conversion and sales effectiveness.
• Build frameworks, tools, and rhythms that enable managers to coach effectively on core sales skills. Partner with leaders to reinforce consistent coaching and accountability across teams.
• Improve how reps run discovery, position value, and navigate deals. Develop scalable programs that strengthen deal strategy, stakeholder alignment, and overall execution quality.
• Leverage tools like Gong, Salesforce, and AI-driven workflows to create visibility into sales behaviors and performance trends. Integrate AI into rep and manager workflows to improve efficiency and effectiveness. Define leading indicators and partner with leaders to inspect progress and drive accountability.
• Establish clear success metrics and connect enablement initiatives to pipeline, conversion, and revenue outcomes. Continuously iterate based on data and feedback.
• Partner with Sales, Product Marketing, and RevOps to ensure alignment on messaging, processes, and priorities that impact Pre-Sales performance.

GTM Enablement Manager

• Building software to help companies create employee-friendly cultures.
• Partnering with engineers to build and own products in a modern tech stack.
• Collaborating with product teams to address pain points.
• Leading complex projects requiring cross-functional teamwork.
• Mentoring less experienced colleagues to refine their skills.
• Contributing to engineering practices and team improvements.

Senior Software Engineer

Product Designer

• Own the end to end user experience for our Performance Reviews product area.
• Collaborate closely with Product, Engineering, Data, and Customer stakeholders.
• Design systems, not features – understanding how the Performance Reviews product fits into the entire customer journey.
• Partner deeply with other product areas to ensure the customer experience is cohesive.
• Work closely with your engineering team throughout the design and development process.
• Lead through ambiguity and own the hardest design problems.
• Champion and evolve our design system.

Staff Product Designer

• Join our Traction (Growth) Team to help more managers and employees get real value from Lattice’s core workflows.
• Focus on reducing friction, building habits, and helping people successfully complete everyday work, like prepping for 1:1s, giving feedback, or writing weekly updates.
• Make thoughtful tradeoffs to ensure we're always working on what matters most.
• Work with your cross-functional team to scope experiments, design quickly, and then drive iteration towards a final solution based on data.
• Ensure your solutions fit seamlessly into our existing design system and product surfaces.

Director, Revenue Excellence

Senior Customer Support Associate

Manager, Customer Account Management, SMB

Customer Account Manager

GTM Engineer

Senior Software Engineer, AI

Senior Software Engineer, AI

Product Security Engineer

Senior Customer Campaigns – Advocacy Manager

Senior Customer Support Associate

Customer Account Manager, Upmarket

GTM Enablement Manager

Senior Software Engineer

Staff Product Designer

Senior Product Designer, Growth