Manager, Digital Customer Success Programs - Adoption / Utilization

LastPass is looking for a Manager, Digital Customer Success Programs - Utilization 

In this role, you will lead, define and manage our digital led adoption and utilization customer journeys for our B2B customers worldwide and help them unlock the most value from LastPass.  You will lead a team of Associate Digital Customer Success Program Managers responsible for developing and implementing digital touch points targeted at the utilization stage of the customer lifecycle.  As the Manager, Digital Customer Success Programs – Utilization, you will execute a best-in-class digital experience for our global customers by driving the adoption and utilization strategy, execution and feedback loop around digital engagements.   

Who will you work with?

You’ll report to the Director, Global Digital Customer Success and you will collaborate with the Manager, Digital Customer Success Programs – Onboarding and the Manager, Digital Customer Success Programs – Renewal & Expansion.  You’ll work closely with other team members in Customer Success as well as cross-functional partners across CX, Product, Marketing, Sales and Support to drive key initiatives and deliver results.   

 What are some of the exciting challenges you will be working on?

• Lead, mentor and drive performance across your team of Associate Digital Customer Success Program Managers fostering a culture of excellence and customer-centricity
• 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.

What does it take to work at LastPass?

• Customer-focused: Everything we do revolves around our customers!
• Experience: 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.

Its great, but not required:

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

Our compensation reflects the cost of labor across several US geographic markets. The typical base pay range for this role across the U.S. is USD $111,500 per year in the lowest geographic market and up to $135,000 per year in our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.