Director of Consumer Engagement & Retention

LastPass is looking for a Director of Consumer Retention to lead the strategy and execution of retention initiatives that aim to reduce churn, convert freemium users to paid subscribers, and maximize growth through best-in-class customer experiences. You will be responsible for owning the E2E consumer retention strategy, leveraging data-driven insights and qualitative & quantitative customer feedback and engagement to optimize the customer journey. 
If you thrive on turning data into actionable insights & programs that improve customer retention and LTV, then this is the role for you! 

Who will you work with?

​As the Director of Consumer Retention, you'll report directly to the Chief Customer Officer, collaborating closely with Marketing, Product, Engineering, and Customer Experience teams, while leading a Retention Analyst.

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

• Retention Optimization & Subscription Growth: Drive measurable improvements in churn, gross revenue retention, and customer lifetime value. Optimize and scale subscription growth across all touchpoints of the customer journey. Identify at-risk customers through deep dive customer data analysis and implement personalized emails, in-app messages, and push notifications to address customer issues and preemptively prevent churn. Implement win-back programs to re-engage lapsed customers. 
• Customer Lifecycle Marketing & Personalization: Develop and execute automated lifecycle campaigns across marketing channels (email, push, customer support touchpoints, etc) to engage customers at key milestones. Develop and implement persona-based segmentation to deliver highly personalized content and customer experiences. 
• Customer Engagement & Insights: Conduct comprehensive customer research through surveys, in-app capabilities, and interviews to analyze customer behavior during their first 90 days. Utilize this feedback to optimize product adoption and usage to ensure customers are seeing value early on. 
• Data Analysis & Reporting: Monitor, define, and measure retention metrics and key performance indicators (including churn, renewal rates, freemium to paid conversions, customer health scoring, time to value, etc). Leverage data in SalesForce, Gainsight, and Databricks, to understand customer behavior and retention strategy effectiveness. Experience with cohort analysis models, churn prediction models, and A/B testing.
• Subscription Management & Revenue Expansion: Optimize subscription management (payment options, frequency changes, merge subscriptions, upgrade paths, etc) to boost retention rates. Identify upsell and cross-sell opportunities to drive more product value and increase customer satisfaction, engagement, and loyalty.
• Cross-Functional Collaboration & Leadership: Partner with Marketing, Product, Engineering, and Customer Success teams to align retention efforts with business goals. Leverage customer behavior insights & retention trends to influence product roadmap decisions that drive and enhance the customer experience. Coach and develop a high-performing team, fostering a culture of collaboration, innovation, and customer obsession. 

What does it take to work at LastPass?

• Experience in retention, CRM, lifecycle marketing, and/or customer experience - preferably in a SaaS, subscription-based or ecommerce businesses at $40M+ scale 
• Experience leading high-performing teams with a proven ability to develop and promote talent
• Expertise in optimizing retention and scaling large scale subscription programs, with a deep understanding of churn reduction and customer retention strategies
• Strong analytical skills, with experience in PowerBI, Databricks, and Customer Data Platforms. A proven track record of using data to drive impactful retention initiatives
• Ability to balance strategic vision with hands-on execution to deliver measurable growth
• Experience with advanced personalization and hands-on experience with platforms like Gainsight, Salesforce, Marketo, or similar