LastPass · 2 hours ago

Program Manager, Digital Customer Success - Utilization

Remote - US

Full-time

Remote

Mid Level

$112K/yr - $135K/yr

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Responsibilities

Design, implement, test, and manage digital lifecycle programs focused on adoption and utilization for B2B customers.

Own the digital adoption and utilization strategy and execution of email engagements, large-scale customer events, and technical collateral; influence blog posts, in-app experiences, webinars, and customer education initiatives.

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

Ideate and act as a thought leader to implement a digital event strategy that drives adoption and utilization results.

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

Operate at a strategic level while executing tactics and diving 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.

Partner with Customer Success leaders to develop and optimize customer success playbooks that drive adoption and utilization.

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 event coordinationData analysisCustomer journey buildingEmail program managementStakeholder managementGainsightSalesforcePower BIMarketing automation tools

Required

Customer-focused: Everything we do revolves around our customers!

Experience: Demonstrated experience in Customer Success or digital lifecycle event coordination.

Data-driven: A strong approach to testing new methods and directions.

Analytical mindset: Critical thinking and customer-centricity are essential for delivering exceptional value and experiences.

Demonstrated experience: Building customer journeys and launching email and nurture programs to drive deployment, adoption, utilization, and retention.

Technical proficiency: Excellent communicator with exceptional stakeholder management skills.

Collaborative work ethic: You will thrive in a team environment, working effectively with colleagues across various time zones.

Proficiency in customer success tools: Experience with Gainsight, Salesforce, and Business Intelligence tools (Power BI preferred) along with a solid understanding of marketing automation tools.