Director, Digital Customer Success

4 days ago

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LastPass

WebsiteLinkedInAll Job Openings

Password Management • Identity Management • Single Sign-On • SaaS • Cloud

501 - 1000

Description

•LastPass is looking for a Director, Digital Customer Success: •Lead and manage digital customer success initiatives for B2B customers worldwide. •Build a digital success program designed to nurture all B2B customers through their digital journey. •Drive strategy, optimization, and performance within your data-driven team, leveraging automation to enhance customer deployment, adoption, utilization, and retention of LastPass products. •Work closely with various teams to enhance customer engagement and drive overall success. •Create and implement the strategic vision for the digital customer success motion for our global B2B customer base. •Oversee your team of Digital Program Managers and Specialists in designing, implementing, testing, and managing digital lifecycle programs. •Define and develop programs that facilitate broad adoption motions for ongoing enablement and engagement. •Collaborate with marketing, product, customer support, sales, and engineering teams to ensure cohesive, personalized digital experiences throughout the customer lifecycle. •Optimize customer health scoring system to identify at-risk customers and expansion opportunities. •Build and track key performance indicators for digital customer journeys. •Utilize analytics and customer feedback to optimize digital engagement strategies and playbooks.

Requirements

•Customer Focused: Everything we do revolves around the customer! •Dependability: We seek a reliable professional with a solid track record. •Security-Minded: You should prioritize security in your work. •Collaborative: Thrive in a team environment, working with colleagues across various time zones. •Detail-Oriented: Attention to detail is crucial. •Adaptable: Be prepared to shift responsibilities in a fast-paced environment while managing complex, repetitive requests. •Experience in a SaaS environment, with demonstrated experience in digital customer lifecycle management and customer experience; experience leading teams accountable for customer outcomes. •Expertise: Proven ability to deliver scaled customer success programs utilizing CS resources efficiently. •Risk Management Knowledge: Understanding of risk management techniques and the development of playbooks to mitigate churn. •Analytical Mindset: Strong critical thinking and customer-centricity, with a collaborative approach to delivering exceptional value. •Proficiency in Tools: Experience with customer success tools (Gainsight, Salesforce) and Business Intelligence tools (Power BI preferred), as well as marketing automation tools. •Data-Driven: A commitment to using data for testing new strategies. •Leadership Experience: Strong leadership and collaboration skills; experience in the security and privacy space is a plus. •Global Experience: Comfortable working in a global environment, with cultural awareness and the ability to collaborate with teams worldwide. Willingness to travel internationally and work across different time zones as needed.

Benefits

•Market-leading password manager •High-growth, collaborative environment with inclusive teams •Remote first culture •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