Manager, Digital Customer Outcomes

LastPass is looking for a Manager, Digital Customer Outcomes:

LastPass is looking for a Manager, Digital Customer Outcomes to lead, define and manage our digital led customer journeys for our B2B customers worldwide and help them unlock the most value from LastPass. This role focuses primarily on customer onboarding, with a secondary and shared responsibility around adoption and utilization. As the Manager, Digital Customer Outcomes you will execute a best-in-class digital experience for our global customers by driving the onboarding strategy, execution and feedback loop around digital engagements.   

About The Team:

The Digital Customer Success team at LastPass is focused on delivering scalable, high-impact experiences that help our B2B customers unlock the full value of our solutions. We’re a fast-moving, collaborative group that thrives on solving complex challenges and driving customer outcomes through digital innovation. Working across onboarding, adoption, and utilization, we partner closely with teams in CX, Product, Marketing, Sales, and Support to create seamless, data-informed journeys.

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’ll report to the Director, Global Digital Customer Success and you will collaborate with another Manager, Digital Customer Outcomes sharing responsibilities across the adoption and utilization customer lifecycle stage.  You’ll work closely with other team members in Customer Success as well as cross-functional partners across Customer Experience (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?

• Proven experience strategically designing, implementing, testing and managing digital lifecycle programs for B2B customers, with a focus on onboarding, using data to uncover key milestones related to customer value and retention
• Own the strategy and execution for digital onboarding and adoption leveraging multi-channel communications including, 1:many customer events, technical collateral, blog posts, customer education and webinars among other resources
• Partnering with data science teams to lead with causal and correlated insights to design targeted, outcome-focused digital events that empower our customers and end-users at scale
• Ideate and be a thought-leader to implement a digital event strategy that drives onboarding and utilizations results, specifically improving First Value Attainment, license deployment and feature adoption, as well as overall revenue retention
• Collaborate cross-functionally to improve overall customer experience leading to greater customer satisfaction, retention, and advocacy among our customers
• Drive strategic experimentation by exploring data stored in data warehouses using SQL to hypothesize, build, and iterate on digital programs
• In collaboration with data teams, build dashboards and reports to analyze data to assess usage and revenue impact of digital engagement performance, reporting results to leadership, during team meetings, CX All Hands, and in other company wide forums
• Collaborate with CS leaders on the development and optimization of customer success playbooks that drive renewal and expansion
• In partnership with Product teams, map the customer journey to identify key friction points and opportunities for improvement across lifecycle stages, and translate those insights into targeted digital customer engagements that proactively guide users through challenges and optimize their experience
• Collaborate with internal teams—including marketing, product, engineering, and others—to audit and align customer communications, ensuring frequency and content are optimized to maintain an exceptional customer experience

What does it take to work at LastPass?

• Customer focused – what we do revolves around the customer! 
• Demonstrated experience in Customer Success or digital lifecycle event coordination
• Data driven approach to testing new methods and directions
• Analytical mindset, critical thinking, customer-centricity, cross collaboration to deliver exceptional value and experience to our customers 
• Demonstrated experience building customer journeys and launching email and nurture programs to drive deployment, adoption, utilization and retention
• Technically capable, excellent communicator, exceptional stakeholder management skills
• Collaborative work ethic: You'll be working in a team, so it is crucial that you not only get along with but thrive working with others sometimes located in various time zones
• Proficiency in customer success tools including Gainsight, Salesforce; Business Intelligence tools (Power BI preferred) and understanding of marketing automation tools 

It's great, but not required:

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

Originally posted on Himalayas