Director, Digital Customer Success

Remote - US

About LastPass

LastPass is a leader in password and identity management, making it easier to log into life and work. Trusted by 100,000 businesses and millions of users, LastPass combines advanced security with effortless access for individuals, families, small business owners, and enterprise professionals. With LastPass, important credentials are protected and private – and always within reach.

We welcome new ideas, support your growth, and recognize your value, if this aligns with what you are looking for in your next career move,

Join Us!

LastPass is looking for a Director, Digital Customer Success:

We are looking for an experienced and outcome-driven Director, Digital Customer Success to lead and manage our digital customer success initiatives for B2B customers worldwide. In this role, you will be pivotal in building a digital success program designed to nurture all B2B customers through their digital journey. You will drive strategy, optimization, and performance within your data-driven team, leveraging automation to enhance customer deployment, adoption, utilization, and retention of LastPass products.

If you are passionate about complex problem solving and motivated by scale, then this is the role for you!

Who Will You Work With?

You will work closely with a variety of teams, including Global Customer Success, Customer Care, and Marketing, as well as Operations, Data Science, and Software & Platform Engineering. Your collaboration will extend to Product Management, Product Marketing, Sales, Security, and TIME (Threat Intelligence) to enhance customer engagement and drive overall success.

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

• Develop and Execute Strategy: Create and implement the strategic vision for the digital customer success motion for our global B2B customer base.
• Lead and Mentor: Oversee your team of Digital Program Managers and Specialists in designing, implementing, testing, and managing digital lifecycle programs, as well as Customer Success Advocates who drive proactive outreach to B2B customers.
• Build Scaled Success Programs: Define and develop programs that facilitate broad adoption motions for ongoing enablement and engagement, supporting your team in promoting these initiatives.
• Collaborate Across Functions: Work with Marketing, Product, Customer Support, Sales, and Engineering teams to ensure cohesive, personalized digital experiences throughout the customer lifecycle.
• Optimize Customer Health Scoring: Collaborate with Data Science Engineers to evolve and optimize the customer health scoring system to identify at-risk customers and expansion opportunities.
• Leverage Data and Analytics: Build and track key performance indicators for digital customer journeys, including onboarding, adoption, retention, and expansion metrics.
• Continuous Improvement: Utilize analytics and customer feedback to optimize digital engagement strategies, playbooks, and inform product roadmap decisions.
• Create a World-Class Onboarding Experience: Design an onboarding process for B2B admins and end-users that emphasizes customer enablement and self-service.
• Implement Best Practices: Establish governance for the creation, maintenance, and continuous improvement of digital customer journeys.
• Identify Emerging Technologies: Seek and implement tools and technologies that enhance customer experience and drive adoption at scale.
• Improve Workflows: Continuously refine workflows and processes to boost efficiency, self-service adoption, and customer satisfaction.

What Does It Take to Work at LastPass?

• 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.

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 $160,500 in the lowest geographic market and up to $190,000 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.

Why LastPass? 

• 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

Unlock your potential with us - your skills, experience, and unique perspective matter more than just checking the boxes. Apply today, and let's build the future together!

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