Portfolio Customer Success Manager

LastPass is looking for a Portfolio Customer Success Manager: 

In this mid-level role, you will guide engagement for key customers worldwide, drive adoption, retention, and growth by shaping the customer experience, and help LastPass deliver on its mission to give everyone seamless access to everything they need to work, move fast, and stay protected.

About the team:

You will join the Global Customer Success team, which partners with customers worldwide to turn product adoption into lasting loyalty. As the dedicated Portfolio Customer Success Manager for key customers, you will be their voice inside LastPass, shaping the customer journey and influencing retention and growth through your insights, programs, and everyday engagement.

If you are passionate about complex problem solving and motivated by scale, then this is the role for you!

Who will you work with?

You will partner closely with Sales and Renewals leadership to prioritize your portfolio and plan customer programs that drive growth. You will also collaborate with Customer Care, Marketing, Product, Engineering, and Customer Education colleagues to bring the right resources, such as webinars and LastPass University learning, to your customers every day.

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

• Orchestrate onboarding for your portfolio of customers so they reach First Value Attainment and maximize their value from LastPass
• Partner with Sales and Renewals leadership to prioritize your portfolio and drive targeted engagement that increases adoption, utilization, retention, and growth
• Nurture customers through digital-led, one-to-many, and human-led programs across the journey from onboarding to renewal and expansion, mobilizing resources such as webinars, LastPass University, and Community forums
• Support executive engagement through business reviews and escalate at-risk accounts through the SWARM process with Product, Engineering, and Customer Care
• Build strong LastPass product knowledge to guide admins through deployments and identity integrations such as SSO, SCIM, MFA, and migrations, translating technical capabilities into business outcomes
• Capture and route customer feedback to Product through structured channels so customer needs inform the roadmap
• Use data and customer health metrics across onboarding, First Value Attainment, adoption, retention, and expansion to mitigate risk and capitalize on opportunities
• Use AI and automation to streamline repeatable tasks, and translate account insights into clear, actionable communication for customers, Sales, and leadership while following through on every commitment

What does it take to work at LastPass?

• Proven experience in Customer Success or Account Management
• Demonstrated success using data and analytics to inform strategy and drive customer outcomes
• Proficiency in customer success tools such as Gainsight and Salesforce, and business intelligence tools
• Excellent written and verbal communication and interpersonal skills
• Proven ability to prioritize projects and manage time effectively in a rapidly changing environment
• Customer-focused, with a passion for understanding customer needs and driving satisfaction, loyalty, and growth
• Self-motivated, with a strong desire to succeed and grow as LastPass grows

It's great, but not required:

• Experience in cybersecurity
• Knowledge of Power BI
• Knowledge of LastPass solutions