• Hold steady renewal rates and reduce down sell & churn • Expand revenue in accounts through new products and expansion opportunities • Influence future lifetime value through higher product adoption, customer engagement and overall customer health scores with constant identification of where the risks are within the customer base • Ensure Success Planning Workshops proceed for all appropriate Customers and drive execution to the resulting Customer Success Plans • Expand customer advocacy and referenceable customers • Tailor CS programs to meet the needs of customers at various stages in the customer journey and different segmentation needs • Prescriptively guide customers towards proven / recommended approaches to satisfying their business needs • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate and enforce the creation and management of “get well plans” • Travel to client sites domestically or internationally • Define and manage operational OKRs (Objectives & Key Results) for team in support of the Company’s objectives and enforce the roll down of these KRs for CS members within Lattice • Track and report metrics and measures of business performance and customer health; product use, NRR, Churn, Upsell • Attract high potential individual contributors and leaders into team • Refine onboarding process for new team members • Share knowledge within team, based on experience and lessons learned • Encourage continuous learning within team, developing a team of next generation leaders • Drive continual knowledge improvement for emerging product offerings and feature/function to assure optimum customer success • Influence company-wide culture of Customer Success • Drive company-wide customer success processes and metrics • Work closely with the sales to align on customer strategies, renewal forecasting, and account opportunities • Partner with product to ensure customers are informed of latest features and functionality and advocate internally for additional product enhancements based on customer needs • Align with Renewal Team around measurement and forecasting