Manager, Customer Programs

About the Role

We’re looking for a Manager of Customer Programs to help scale high-impact programs that drive customer adoption, engagement, and success. In this role, you’ll own the strategy, team leadership, and cross-functional alignment that operationalize our customer engagement vision. You will manage and mentor a team, while partnering with leaders across Support, Marketing, and Product to deliver meaningful, scalable customer experiences.

This role is ideal for someone who thrives on people leadership and program execution, has proven ability to scale programs, and is passionate about empowering customers through education, community, and enablement initiatives.

What You Will Do:

• Lead & Develop a Team: Mentor and manage a team responsible for delivering customer education, enablement, and community programs.
• Own and Scale Customer Programs: Oversee the strategy and execution of scalable customer-facing initiatives such as onboarding webinars, customer office hours, community events, and education programs.
• Drive Strategic Impact: Ensure customer programs are tied to core business outcomes such as retention, adoption, and expansion.
• Collaborate Cross-Functionally: Partner closely with Customer Success, Marketing, Product, and Support to align programs with customer needs and business priorities.
• Improve Program Operations: Implement tools, processes, and best practices to streamline delivery, drive efficiency, and enable scale.
• Measure & Optimize: Define and report on KPIs for customer programs and enablement, using insights to continuously improve offerings.

What We’re Looking For:

• 5+ years of experience in customer programs, customer enablement, customer marketing, or a related function; ideally within a SaaS environment, with at least 1 year in a people management role.
• Proven track record managing customer-facing programs or education initiatives from planning through execution.
• Strong people leadership skills; able to coach, mentor, and grow a team. 
• Excellent organizational and project management skills, with a strong attention to detail.
• Strong collaboration and communication skills; able to align and partner effectively across teams.
• Comfort with data and measurement; able to report on program impact and optimize based on feedback.
• A customer-centric mindset and passion for improving customer experiences through scalable, repeatable programs.
• Experience with tools like LMS platforms, webinar software (Zoom, ON24), or content management systems is a plus.

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The estimated annual cash salary for this role is $127,500 - $159,500. This position is also eligible for incentive stock options, subject to 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.