Director of Consumer Engagement & Retention

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.

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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

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 $160,000 in the lowest geographic market and up to $190,000 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, including dependents
• Home office setup support
• LastPass Families free account for up to 5 members
• Continuous learning and development opportunities, including an annual learning stipend to invest in your growth
• Peer-to-peer recognition through Motivosity
• Employee Assistance Program for well-being support
• Remote work stipend to support your home office needs
• Short-Term or Remote-Centric Work Arrangements for added flexibility

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!

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