Program Manager, Digital Customer Success

Summary

Join LastPass as a Program Manager, Digital Customer Success - Renewal & Expansion and lead the definition and management of digitally driven renewal and expansion customer journeys for B2B clients globally. You will design and implement digital lifecycle programs, own the digital renewal and expansion strategy, 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. The role requires a customer-focused approach, experience in Customer Success or digital lifecycle event coordination, and proficiency in various tools. LastPass offers a remote-first culture, competitive compensation, flexible PTO, generous parental leave, comprehensive health coverage, and continuous learning opportunities.

Requirements

• Demonstrated experience in Customer Success or digital lifecycle event coordination
• A strong approach to testing new methods and directions
• Critical thinking, customer-centricity, and cross-collaboration to deliver exceptional value and experiences to customers
• Proven experience in building customer journeys and launching email and nurture programs to drive deployment, adoption, utilization, and retention
• Excellent communicator with exceptional stakeholder management skills
• Thrive in a team environment, working effectively with others, sometimes across various time zones
• Familiarity with customer success tools including Gainsight and Salesforce; Business Intelligence tools (Power BI preferred) and a basic understanding of marketing automation tools

Responsibilities

• Lead, define, and manage digitally driven renewal and expansion customer journeys for B2B customers worldwide
• Create a best-in-class digital experience for global customers by driving the renewal and expansion strategy, execution, and feedback loop around digital engagements
• Design, implement, test, and manage digital lifecycle programs focused on renewal and expansion for 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 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 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

Preferred Qualifications

• Proficiency in Salesforce.com and Gainsight
• Knowledge of LastPass solutions
• Knowledge of Power BI
• Experience in the security and/or privacy sector

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