Remote Associate Digital Customer Success Program Manager

Summary

Join LastPass, a leader in password and identity management, as we seek a Digital Customer Success Associate Program Manager to design, implement, and manage digital lifecycle programs for B2B customers. This role requires a customer-focused mindset, experience in program management, marketing automation, or a related field, and strong analytical skills.

Requirements

• 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)

Responsibilities

• 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

Preferred Qualifications

• Proficiency in SQL
• Knowledge of LastPass solutions
• Familiarity with the SaaS industry

Benefits

• Competitive compensation
• Flexible Paid time off policies including but not limited to: Monthly self-care days (12 extra paid days off annually), volunteering days
• Generous Parental leave
• Comprehensive health coverage, dependents included
• Home office setup support
• LastPass families free account up to 5 members
• Continuous learning and development opportunities