Director of Consumer Engagement and Retention

Summary

Join LastPass as the Director of Consumer Retention and lead the strategy and execution of retention initiatives to reduce churn, convert freemium users, and maximize growth. You will own the end-to-end consumer retention strategy, leveraging data-driven insights and customer feedback to optimize the customer journey. Collaborate with Marketing, Product, Engineering, and Customer Experience teams while leading a Retention Analyst. Drive measurable improvements in churn, gross revenue retention, and customer lifetime value. Develop and execute automated lifecycle campaigns and implement persona-based segmentation for personalized experiences. Conduct customer research and utilize feedback to optimize product adoption. Monitor and measure key performance indicators (KPIs) and leverage data in Salesforce, Gainsight, and Databricks. Optimize subscription management and identify upsell/cross-sell opportunities. Partner with cross-functional teams to align retention efforts with business goals and coach a high-performing team.

Requirements

• Experience in retention, CRM, lifecycle marketing, and/or customer experience - preferably in a SaaS, subscription-based or ecommerce businesses at $40M+ scale
• Experience leading high-performing teams with a proven ability to develop and promote talent
• Expertise in optimizing retention and scaling large scale subscription programs, with a deep understanding of churn reduction and customer retention strategies
• Strong analytical skills, with experience in PowerBI, Databricks, and Customer Data Platforms. A proven track record of using data to drive impactful retention initiatives
• Ability to balance strategic vision with hands-on execution to deliver measurable growth

Responsibilities

• Drive measurable improvements in churn, gross revenue retention, and customer lifetime value
• Optimize and scale subscription growth across all touchpoints of the customer journey
• Identify at-risk customers through deep dive customer data analysis and implement personalized emails, in-app messages, and push notifications to address customer issues and preemptively prevent churn
• Implement win-back programs to re-engage lapsed customers
• Develop and execute automated lifecycle campaigns across marketing channels (email, push, customer support touchpoints, etc) to engage customers at key milestones
• Develop and implement persona-based segmentation to deliver highly personalized content and customer experiences
• Conduct comprehensive customer research through surveys, in-app capabilities, and interviews to analyze customer behavior during their first 90 days
• Utilize this feedback to optimize product adoption and usage to ensure customers are seeing value early on
• Monitor, define, and measure retention metrics and key performance indicators (including churn, renewal rates, freemium to paid conversions, customer health scoring, time to value, etc)
• Leverage data in SalesForce, Gainsight, and Databricks, to understand customer behavior and retention strategy effectiveness
• Experience with cohort analysis models, churn prediction models, and A/B testing
• Optimize subscription management (payment options, frequency changes, merge subscriptions, upgrade paths, etc) to boost retention rates
• Identify upsell and cross-sell opportunities to drive more product value and increase customer satisfaction, engagement, and loyalty
• Partner with Marketing, Product, Engineering, and Customer Success teams to align retention efforts with business goals
• Leverage customer behavior insights & retention trends to influence product roadmap decisions that drive and enhance the customer experience
• Coach and develop a high-performing team, fostering a culture of collaboration, innovation, and customer obsession

Preferred Qualifications

Experience with advanced personalization and hands-on experience with platforms like Gainsight, Salesforce, Marketo, or similar

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 , including dependents
• Home office setup support
• LastPass Families free account for up to 5 members
• Continuous learning and development opportunities , including an annual learning stipend to invest in your growth
• Peer-to-peer recognition through Motivosity
• Employee Assistance Program for well-being support
• Remote work stipend to support your home office needs
• Short-Term or Remote-Centric Work Arrangements for added flexibility