Director, Portfolio Customer Success

LastPass is looking for a Director, Portfolio Customer Success:

Are you a highly motivated and outcome-driven leader with a knack for digital and human-led customer success engagement? LastPass is seeking a Director, Portfolio Customer Success to guide a global team of Customer Success Managers and ensure our strategic customers receive maximum value from our solutions.

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 collaborate with leaders in Sales, Global Customer Success, Customer Support, Marketing, and Product to develop global strategies that enhance the customer experience and drive growth.

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

• 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.

What does it take to work at LastPass?

• 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.

It's great, but not required:

• Knowledge of Power BI
• Familiarity with LastPass solutions

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.