LastPass is looking for a Digital Customer Success Program Manager:
LastPass is seeking a Digital Customer Success Program Manager to design, implement, and manage digital lifecycle programs for B2B customers. You will work cross-functionally to enhance deployment, adoption, utilization, and retention of LastPass products, ensuring a seamless customer experience.
If you are passionate about complex problem solving and motivated by scale, then this is the role for you!
Who will you work with?
You will collaborate with a diverse team across Sales, Marketing, Technical Support, Renewals, Product, Engineering, and Professional Services departments.
What are some of the exciting challenges you will be working on?
- Develop and implement digital touchpoints for various stages of the customer lifecycle.
- Partner with the data science team to analyze customer engagement data and identify key focus areas to enhance the customer experience.
- Apply A/B testing to continuously improve the effectiveness of digital touchpoints.
- Analyze program outcomes and metrics to provide actionable recommendations and optimize strategies.
- Suggest new innovations, tools, and methodologies to enhance the overall customer lifecycle.
- Communicate the results of digital touchpoints to senior leadership through reports and presentations.
What does it take to work at LastPass?
- Customer-focused mindset with a commitment to enhancing the customer experience.
- Experience in program management, marketing automation, or a related field.
- Strong understanding of email marketing best practices.
- Proven success in designing, implementing, and managing customer lifecycle programs.
- Solid knowledge of customer success metrics (e.g., Retention, NPS, Health Scores).
- Advanced analytical skills with proficiency in Excel, Gainsight, Salesforce, and marketing automation tools.
- Ability to interpret data and translate it into actionable insights.
- Excellent communication, project management, and collaboration skills.
- Strong writing skills for creating engaging digital outreach.
- Adaptability to work efficiently in a dynamic environment, including managing remote teams and projects across time zones.
- Ability to handle multiple projects simultaneously.
- Self-motivated with a strong drive for success and growth.
- Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint).
It's great, but not required:
- Proficiency in SQL.
- Knowledge of LastPass solutions.
- Familiarity with the SaaS industry.
Our compensation reflects the cost of labor across several US geographic markets. The typical base pay range for this role across the U.S. is USD $82,000 in the lowest geographic market and up to $97,125 per year in our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.
