Remote Director, Portfolio Customer Success

Summary

Join LastPass as a Director, Portfolio Customer Success to lead a global team of Customer Success Managers and ensure strategic customers receive maximum value from our solutions.

Requirements

• Experience in Customer Success, with a proven track record of managing and developing Customer Success teams in a fast-paced SaaS environment
• Expertise: Strong skills in analyzing data, building action plans, and leading teams to achieve key objectives
• Analytical Skills: Proficiency in using data to drive outcomes and inform strategy
• Tools Proficiency: Familiarity with customer success tools such as Gainsight, Salesforce, and Business Intelligence tools
• Customer Passion: A deep commitment to understanding and addressing customer needs, driving satisfaction, loyalty, and growth

Responsibilities

• Lead, mentor, and drive performance across your team of Customer Success Managers, fostering a culture of excellence and customer-centricity
• Oversee the entire customer journey, from onboarding and product adoption to renewal and expansion. Implement strategies that enhance customer retention, loyalty, and advocacy
• Collaborate with the Director of Digital Customer Success to leverage strategies that maximize efficiency and customer outcomes
• Monitor and measure customer health, proactively mitigating risks and addressing challenges
• Identify customer needs and develop repeatable success strategies; create playbooks and support your team in driving adoption of those strategies
• Lead with a data-driven mindset, focusing on key metrics for customer journeys, including onboarding, First Value Attainment, adoption, retention, and expansion
• Build strong relationships with key customers to demonstrate value, foster upsell opportunities, and create advocates for LastPass
• Continuously evaluate and refine customer success practices, integrating best practices and innovative approaches to improve team performance and customer outcomes

Preferred Qualifications

• Knowledge of Power BI
• Familiarity with LastPass solutions

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