LastPass is looking for a Manager, Digital Customer Success Programs – Renewal & Expansion
In this role, you will lead, define, and manage our digitally driven renewal and expansion customer journeys for B2B customers worldwide, helping them unlock maximum value from LastPass. You will lead a team of Associate Digital Customer Success Program Managers responsible for developing and implementing digital touch points targeted at the renewal and expansion stage of the customer lifecycle. As the Manager of Digital Customer Success Programs – Renewal & Expansion, you will create a best-in-class digital experience for our global customers by driving the renewal and expansion strategy, execution, and feedback loop around digital engagements.
Who will you work with?
You’ll report to the Director, Global Digital Customer Success and you will collaborate with the Manager, Digital Customer Success Programs – Onboarding and the Manager, Digital Customer Success Programs – Utilization. You’ll work closely with other team members in Customer Success as well as cross-functional partners across CX, Product, Marketing, Sales and Support to drive key initiatives and deliver results.
What are some of the exciting challenges you will be working on?
- Lead, mentor and drive performance across your team of Associate Digital Customer Success Program Managers fostering a culture of excellence and customer-centricity.
- Design, implement, test, and manage digital lifecycle programs focused on renewal and expansion for our B2B customers.
- Own the digital renewal and expansion strategy and execution of email engagements, customer events, and technical collateral; influence blog posts, in-app experiences, webinars, and customer education
- Lead with data and insights to design targeted, outcome-focused digital events that empower our customers and end-users at scale.
- Ideate and be a thought leader in implementing a digital event strategy that drives renewal and expansion results.
- Collaborate cross-functionally to enhance overall customer experience, leading to greater satisfaction and advocacy among our customers.
- Operate at a strategic level, executing tactics and delving into data, programs, and systems.
- Analyze data on digital lifecycle program performance and report results to leadership during team meetings, CX All Hands, and regional meetings.
- Collaborate with Customer Success leaders on the development and optimization of customer success playbooks that drive renewal and expansion.
What does it take to work at LastPass?
- Customer Focused: Everything we do revolves around the customer!
- Experience: Demonstrated experience in Customer Success or digital lifecycle event coordination.
- Data-Driven: A strong approach to testing new methods and directions.
- Analytical Mindset: Critical thinking, customer-centricity, and cross-collaboration to deliver exceptional value and experiences to our customers.
- Customer Journey Expertise: Proven experience in building customer journeys and launching email and nurture programs to drive deployment, adoption, utilization, and retention.
- Technical Proficiency: Excellent communicator with exceptional stakeholder management skills.
- Collaborative Work Ethic: Thrive in a team environment, working effectively with others, sometimes across various time zones.
- Proficiency in Tools: Familiarity with customer success tools including Gainsight and Salesforce; Business Intelligence tools (Power BI preferred) and a basic understanding of marketing automation tools.
It's great, but not required:
- Proficiency in Salesforce.com and Gainsight.
- Knowledge of LastPass solutions.
- Knowledge of Power BI.
- Experience in the security and/or privacy sector is preferred.
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 $111,500 per year in the lowest geographic market and up to $135,000 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.
