Job description
About the Role
We are looking for a strategic, customer‑obsessed Director of Customer Experience for Lattice’s HRIS+ offering—which includes our HRIS and Payroll products. This is a critical leadership role focused on driving high-quality service delivery and continuing to evolve how we support these foundational products as they scale. You will own the journey from signed contract to time‑to‑value for all HRIS+ customers, building the playbooks, processes, and team that deliver a seamless onboarding experience and drive product adoption at scale. This role reports to the SVP of Customer Experience and will partner closely with Product, Engineering, Sales, and Marketing to shape our fastest‑growing line of business.
The ideal candidate brings deep experience with HRIS and Payroll systems, a track record of leading high-performing customer-facing teams, and a passion for building clarity and confidence into every customer experience.
What You’ll Do
- Lead and grow the team. Hire, coach, and inspire a high‑performing group of HRIS and Payroll Implementation Managers and Activation Specialists.
- Own the customer journey for our HRIS+ customers. Design repeatable, data‑driven onboarding programs that reduce time‑to‑value, accelerate product adoption, and achieve >90% customer satisfaction.
- Standardize playbooks. Create scalable frameworks, documentation, and enablement to support customers across segments and regions.
- Partner cross‑functionally. Surface product feedback, influence roadmap prioritization, and ensure a tight feedback loop with Sales, Product, and Support.
- Measure what matters. Establish KPIs for implementation completion, activation rates, CSAT, NPS, and time‑to‑first‑value; build dashboards that provide real‑time insights to executives.
- Drive continuous improvement. Leverage data and voice‑of‑customer insights to iterate processes, experiment with new approaches, and optimize resource allocation.
- Champion the customer voice. Act as executive sponsor for key HRIS and Payroll accounts and represent customer needs in internal planning forums.
What You’ll Bring
- 10+ years in Customer Success, Professional Services, or Implementation for B2B SaaS, with 5+ years leading teams.
- Deep domain expertise in HR technology; direct experience implementing an HRIS or Payroll platforms required.
- Proven track record of building and scaling implementation organizations for a new product line or business unit.
- Demonstrated ability to craft strategy and roll up sleeves to execute in a fast‑growing environment.
- Data‑driven mindset with fluency in common CS tooling (e.g., Gainsight, Salesforce, Looker) and BI dashboards.
- Exceptional communication, stakeholder management, and executive presence.
Bonus Points
- Experience supporting global customers across multiple languages and regulatory environments.
- HR certifications (e.g., SHRM‑SCP, PHR) or change‑management expertise.
- Familiarity with employee data migrations and integrations (e.g., payroll, ATS, identity providers).
The estimated annual cash salary for this role is $147,200 - $184,000. This position is also eligible for incentive stock options, subject to the terms of Lattice’s applicable plans.
This position is also eligible for variable compensation of $36,800 - $46,000 subject to personal performance, company performance, and 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 © 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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About Lattice
Lattice is on a mission to build cultures where employees and their companies thrive. In an age where employees have more choices than ever before, businesses that put employees first are winning 🏅– and Lattice is building the tools to empower those people-centric companies.
Lattice is a people success platform that offers performance reviews, employee engagement surveys, real-time feedback, weekly check-ins, goal setting, and career planning in a way that allows companies to focus on employee development, growth, and engagement – yielding stronger employee retention, performance, and impact to the bottom line 📈. Since launching in 2016, we have grown to over 5,000+ customers globally, including brands like Loom, Robinhood, and Gusto.
Lattice is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Lattice is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
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