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Director of Customer Experience – HRIS and Payroll
| Company | Lattice |
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| Location | San Francisco, CA, USA |
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| Salary | $147200 – $184000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior, Expert or higher |
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Requirements
- 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.
Responsibilities
- 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.
Preferred Qualifications
- 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).
