LastPass · 17 hours ago

Director, Portfolio Customer Success

United States

Full-time

Remote

Director/Executive

$160K/yr - $190K/yr

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Responsibilities

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.

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 SuccessSaaS experienceData analysisGainsightSalesforceBusiness Intelligence toolsPower BILastPass solutionsCustomer relationship buildingCustomer-centric mindset