Program Manager, Digital CS Utilization

Summary

Join LastPass as a Program Manager, Digital Customer Success - Renewal & Expansion and lead the design, implementation, and management of digital lifecycle programs focused on B2B customer adoption and utilization worldwide. You will own the digital adoption strategy, execute email engagements and large-scale events, and leverage data insights to create targeted digital events. Collaboration with cross-functional teams in Customer Success, CX, Product, Marketing, Sales, and Support is crucial to enhance customer experience and drive impactful results. You will analyze program performance, report to leadership, and partner with Customer Success leaders to optimize playbooks. This role requires a customer-focused approach, demonstrated experience in Customer Success or digital lifecycle event coordination, and proficiency in customer success tools like Gainsight and Salesforce.

Requirements

• Customer-focused: Everything we do revolves around our customers!
• 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 and customer-centricity are essential for delivering exceptional value and experiences
• Demonstrated experience: 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: You will thrive in a team environment, working effectively with colleagues across various time zones
• Proficiency in customer success tools: Experience with Gainsight, Salesforce, and Business Intelligence tools (Power BI preferred) along with a solid understanding of marketing automation tools

Responsibilities

• Design, implement, test, and manage digital lifecycle programs focused on adoption and utilization for B2B customers
• Own the digital adoption and utilization strategy and execution of email engagements, large-scale customer events, and technical collateral; influence blog posts, in-app experiences, webinars, and customer education initiatives
• Lead with data and insights to design targeted, outcome-focused digital events that empower our customers and end-users at scale
• Ideate and act as a thought leader to implement a digital event strategy that drives adoption and utilization results
• Collaborate cross-functionally to enhance the overall customer experience, leading to greater satisfaction and advocacy among our customers
• Operate at a strategic level while executing tactics and diving 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
• Partner with Customer Success leaders to develop and optimize customer success playbooks that drive adoption and utilization

Preferred Qualifications

• Proficiency in Salesforce.com and Gainsight
• Knowledge of LastPass solutions
• Familiarity with Power BI
• Experience in the security and/or privacy space is preferred

Benefits

• 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
• Remote first culture