Program Manager, Digital CS - Utilization

Posted 23 Hours Ago
Be an Early Applicant
Hiring Remotely in United States
Remote
112K-135K Annually
Mid level
Information Technology
The Role
The Program Manager will lead and manage the digital adoption and utilization strategies for B2B customers, driving engagement through tailored digital experiences. Responsibilities include overseeing digital lifecycle programs, collaborating across teams, analyzing performance data, and optimizing customer success playbooks to maximize satisfaction and advocacy.
Summary Generated by Built In

About LastPass
LastPass is a leader in password and identity management, making it easier to log into life and work. Trusted by 100,000 businesses and millions of users, LastPass combines advanced security with effortless access for individuals, families, small business owners, and enterprise professionals. With LastPass, important credentials are protected and private – and always within reach.

We welcome new ideas, support your growth, and recognize your value, if this aligns with what you are looking for in your next career move, Join Us!

LastPass is looking for a Program Manager, Digital Customer Success - Renewal & Expansion

In this role, you will lead, define, and manage our digitally-led adoption and utilization customer journeys for B2B customers worldwide, helping them unlock the full value of LastPass. As the Manager, Digital Customer Success Programs – Utilization, you will execute a best-in-class digital experience for our global customers by driving the adoption and utilization strategy, execution, and feedback loop around digital engagements.

Who will you work with?

You’ll report to the Director of Global Digital Customer Success and collaborate with the Manager of Digital Customer Success Programs – Onboarding and the Manager of Digital Customer Success Programs – Renewal & Expansion. You’ll work closely with team members in Customer Success and cross-functional partners across CX, Product, Marketing, Sales, and Support to drive key initiatives and deliver impactful results.

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

  • 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.

What does it take to work at LastPass?

  • 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.

It's great, but not required:

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

Our compensation reflects the cost of labor across several US geographic markets. The typical base pay range for this role across the U.S. is USD $111,500 per year in the lowest geographic market and up to $135,000 per year in our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

Why LastPass? 

  • Market-leading password manager
  • High-growth, collaborative environment with inclusive teams
  • Remote first culture
  • Competitive compensation 
  • Flexible Paid Time Off policies, including but not limited to: Quarterly Self-Care Days (4 extra paid days off annually) and Volunteer Days
  • Generous Parental leave
  • Comprehensive health coverage, dependents included
  • Home office setup support
  • LastPass families free account up to 5 members
  • Continuous learning and development opportunities

Unlock your potential with us - your skills, experience, and unique perspective matter more than just checking the boxes. Apply today, and let's build the future together!

We’re building an inclusive community that reflects the people of all races, genders, sexual orientations, national origins, backgrounds, and perspectives who share our world.

For all US based jobs please review our Applicant Privacy Notice

For all EU based jobs please review our Candidate Privacy Notice 

Please review our CCPA Notice


The Company
HQ: Boston, MA
397 Employees
On-site Workplace
Year Founded: 2008

What We Do

LastPass provides password and identity management solutions that are convenient, easy to manage and effortless to use, helping more than 30 million users organize and protect their online lives. From enterprise password management and single sign-on to adaptive multi-factor authentication, LastPass Business gives superior control to IT and frictionless access to 85,000 businesses

Jobs at Similar Companies

Jobba Trade Technologies, Inc. Logo Jobba Trade Technologies, Inc.

Senior Back End Developer

Cloud • Information Technology • Productivity • Professional Services • Software
Remote
Hybrid
Chicago, IL, USA
45 Employees

Silverfort Logo Silverfort

Senior Manager, Deal Desk

Information Technology • Sales • Security • Cybersecurity • Automation
Remote
United States
357 Employees

Similar Companies Hiring

Silverfort Thumbnail
Security • Sales • Information Technology • Cybersecurity • Automation
GB
357 Employees
Jobba Trade Technologies, Inc. Thumbnail
Software • Professional Services • Productivity • Information Technology • Cloud
Chicago, IL
45 Employees
InCommodities Thumbnail
Renewable Energy • Machine Learning • Information Technology • Energy • Automation • Analytics
Austin, TX
234 Employees

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account