Senior Customer Advocacy Manager

As the Senior Customer Advocacy Manager, you will play a pivotal role in amplifying the voices of Lattice customers, which include HR leaders and practitioners. Your primary focus will be harnessing the power of their success stories to establish trust and drive engagement among current and prospective customers. As a team of one, you will own our advocacy program and be responsible for evolving current practices via new strategies and technology to meet business goals.

You will take the lead in identifying, nurturing, and promoting customer advocates while creating compelling content to showcase how Lattice contributes to thriving workplace cultures and effective people programs. We are in search of a hands-on contributor who excels in bringing big ideas to life. The ideal candidate will be a flexible, cross-functional team player with a passion for storytelling, customer success, and innovation.

Responsibilities

• Identify and cultivate relationships with customers eager to advocate for Lattice products or services


• Collaborate with product teams, customer success teams, and customers to gather information for creating compelling and interactive case studies.


• Integrate customer advocacy and case study content into various marketing campaigns, including email marketing, webinars, and product launches.


• Establish a system for measuring and tracking advocacy engagement and impact.


• Identify and manage technology platforms that help us scale customer voices across sales and product teams.


• Build and manage a voice of customer program that can be used to enhance our products and services.


• Strategize and execute GTM plans to increase user engagement and paid conversions across customer onboarding and life-cycle journey


• Work closely with the branding and comms team to ensure that all communication with customers share a single unified voice and that all touch points strengthen the strategic narrative.

Qualifications:

• Bachelor's degree in marketing, communications, or a related field (Master's degree preferred).


• 5+ year of proven experience in customer marketing, customer advocacy, or a related role.


• Strong written and verbal communication skills.


• Excellent storytelling abilities and the capacity to translate technical information into engaging narratives.


• Familiarity with customer relationship management (CRM) systems and marketing automation tools.


• Data-driven mindset with the ability to analyze and interpret marketing metrics.


• Exceptional project management and organizational skills.


• Strong interpersonal skills for building and maintaining relationships with customers and cross-functional teams.


• Creative thinking and problem-solving abilities.

The estimated annual cash salary for this role is $96,500 - $150,750

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; 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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