Back to jobs

Manager, Digital Customer Success Programs - Utilization

Remote - US

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 Manager, Digital Customer Success Programs - Utilization 

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

 

Apply for this job

*

indicates a required field

Resume/CV

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in LastPass’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.