Customer Success Engineer

Summary

Join LastPass as a French-Speaking Customer Success Engineer! This role focuses on supporting customers with product onboarding, adoption, and resolving technical challenges. You will collaborate with various teams, prioritize customer accounts, and deliver value. The ideal candidate possesses technical expertise, customer-facing skills, and strong presentation abilities. You'll work on complex problem-solving, contribute to feature testing, and champion customer needs. This is a remote-first position offering competitive compensation and benefits.

Requirements

• Proven experience in technical customer-facing roles (e.g., Sales Engineer, Customer Success Engineer, Technical Account Manager, etc.)
• Strong analytical and problem-solving skills to extract relevant and impactful insights from ambiguous data
• Fluency in both English and French
• Excellent presentation and communication skills, both in-person and virtually, as well as in writing
• Experience in delivering services or projects to customers
• Ability to collaborate effectively across departments and with team members
• Strong project management, planning, and organizational abilities
• Skilled at framing and simplifying content and messaging for diverse audiences, including beginners, technical teams, managers, and executives
• Broad understanding of one or more of the following focus areas: Identity as a Service
• Broad understanding of one or more of the following focus areas: IT Services
• Broad understanding of one or more of the following focus areas: Security
• Broad understanding of one or more of the following focus areas: Authentication and Authorization Protocols (e.g., SAML, OIDC, LDAP)
• Broad understanding of one or more of the following focus areas: Programming Interfaces (APIs and CLI)

Responsibilities

• Partner with Customer Success Managers to prioritize accounts and drive value throughout the customer journey, including onboarding, adoption, and utilization, with a focus on achieving First Value Attainment
• Assist and advise Security and IT professionals on the benefits and value of LastPass
• Deliver LastPass Business Services (paid services), including technical enablement, best practices, and technical health checks
• Cultivate customer trust by sharing expertise and best practices on security, deployment, and the effective utilization of LastPass in their environment
• Champion customer needs by providing feedback to internal teams - including Product, Engineering, Sales, and Marketing - to influence the future direction of LastPass product offerings
• Collaborate with the Engineering team to troubleshoot issues, address bugs, and implement workarounds as necessary
• Stay informed on security industry trends and emerging technologies, applying insights to meet customers' technical goals
• Lead and deliver technical workshops, demonstrations, webinars, and 1-to-many presentations on LastPass
• Partner with Product, Product Marketing, and Engineering to guide the Customer Experience (CX) function on product releases and new features
• Contribute to the creation of playbooks and documentation for onboarding, deployment, adoption, utilization, and renewal processes

Preferred Qualifications

• Experience with LastPass
• Security or Password Management experience
• Account Management experience
• COMPTIA A+ certification
• Additional languages

Benefits

• Remote first culture
• Competitive compensation
• Flexible Paid Time Off policies, including but not limited to: Quarterly Self-Care Days (4 extra paid days off annually) and Volunteer 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