LastPass · 21 hours ago

Manager, Digital Customer Success Programs – Renewal & Expansion

Remote - US

Full-time

Remote

Mid, Senior Level

$112K/yr - $135K/yr

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Responsibilities

Design, implement, test, and manage digital lifecycle programs focused on renewal and expansion for our B2B customers.

Own the digital renewal and expansion strategy and execution of email engagements, customer events, and technical collateral; influence blog posts, in-app experiences, webinars, and customer education.

Lead with data and insights to design targeted, outcome-focused digital events that empower our customers and end-users at scale.

Ideate and be a thought leader in implementing a digital event strategy that drives renewal and expansion results.

Collaborate cross-functionally to enhance overall customer experience, leading to greater satisfaction and advocacy among our customers.

Operate at a strategic level, executing tactics and delving 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.

Collaborate with Customer Success leaders on the development and optimization of customer success playbooks that drive renewal and expansion.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SuccessDigital Lifecycle ProgramsData AnalysisCustomer Journey ExpertiseStakeholder ManagementGainsightSalesforcePower BIMarketing Automation Tools

Required

Demonstrated experience in Customer Success or digital lifecycle event coordination.

A strong approach to testing new methods and directions.

Critical thinking, customer-centricity, and cross-collaboration to deliver exceptional value and experiences to our customers.

Proven experience in building customer journeys and launching email and nurture programs to drive deployment, adoption, utilization, and retention.

Excellent communicator with exceptional stakeholder management skills.

Thrive in a team environment, working effectively with others, sometimes across various time zones.

Familiarity with customer success tools including Gainsight and Salesforce; Business Intelligence tools (Power BI preferred) and a basic understanding of marketing automation tools.