LastPass is hiring a
Senior Customer Advocacy Manager

Summary

Join Us! LastPass is looking for a Senior Manager, Customer Advocacy to lead our global customer advocacy program. This role involves building strong relationships with customers and partners, empowering them to share success stories across various platforms, and serving as a liaison to gather feedback and product ideas for actionable insights.

Requirements

• Experience in customer advocacy, customer reference, or customer-facing marketing roles within the cybersecurity, privacy, B2B SaaS, or IT industries
• Exceptional leadership capabilities, skilled at navigating structured processes and ambiguous situations while embodying poise, collaboration, respect, and a strong drive for success
• Excellent project and program management skills, with a keen eye for detail and the ability to thrive both independently and within team settings
• Proven track record of effectively collaborating with customers, internal executives, sales, product management, and marketing teams to cultivate strong relationships and achieve desired outcomes
• Demonstrated success in engaging large brand customers in advocacy initiatives, including navigating internal requirements for communications and legal approval
• Results-oriented mindset, proficient in measuring and reporting marketing KPIs
• Ability to present and train sales teams and partners on effectively utilizing customer stories to enhance sales efforts and drive business growth
• Service-oriented mentality focused on meeting or exceeding the needs of stakeholders

Responsibilities

• Analyze buyer, sales, competitive, customer satisfaction, NPS, and pipeline data to refine the customer advocacy program strategy, establishing clear and measurable KPIs aligned with operational and strategic goals
• Forge and nurture relationships with customer spokespeople and partners, ensuring mutual benefit and positive experiences
• Establish a comprehensive process for generating customer content, including interviews and impactful written and video success stories
• Maintain a diverse library of customer narratives in various formats and develop a strategy for regularly capturing new logos and testimonials for the website and collateral materials
• Ensure sales and partner teams receive regular training and access to customer success stories, equipping them to effectively utilize these resources throughout the sales cycle
• Oversee the management of our Customer Reference Program on platforms like G2 Crowd and Gartner Peer Insights, defining strategies and KPIs for various channels
• Actively shape the Net Promoter Score (NPS) program to accurately capture customer sentiments, facilitating a comprehensive understanding of their experiences and satisfaction levels, and use NPS results to inform broader advocacy initiatives
• Collaborate with the global marketing team on promotional activities, including interviews, videos, and campaigns featuring customer success stories
• Foster the growth and maintenance of an active customer reference pipeline and program in partnership with marketing and sales leadership

Preferred Qualifications

Experience working with Managed Service Providers (MSPs), resellers, and/or distributors, with an understanding of their unique challenges

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