Senior Business Operations Analyst, Customer Experience

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 Senior Business Operations Analyst, Customer Experience:

This role blends analytical rigor, systems fluency, business and revenue acumen. While your primary focus will be to support revenue-related functions (Renewals), you'll also specifically support all pillars of Customer Experience including Customer Success, Care, and Consumer Retention strategies.

About The Team:

At LastPass, our Customer Experience team is the heartbeat of our mission to deliver secure, seamless, and personalized experiences across every stage of the customer journey. This dynamic group encompasses Customer Success, Customer Care, and Consumer Retention, working in harmony to ensure our users feel supported, empowered, and valued.

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

Who will you work with?

Please note: While this position is remote, we prefer candidates who can work ET or CT hours to ensure alignment with business needs.

As a Senior Customer Experience Operations Analyst, you’ll be a strategic partner to the Customer Experience (CX) stakeholders, driving operational excellence in conjunction with cross-functional partners such as Business Technology, Sales, Finance, Human Resources and Marketing. You’ll lead initiatives that improve systems, processes, and data integrity, enabling teams to deliver exceptional customer outcomes. 

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

• Act as the primary point of contact for operational inquiries across Customer Experience (CX) teams, ensuring smooth day-to-day support.
• Lead or contribute to cross-functional projects that enhance CX operations, systems, and customer outcomes.
• Manage internal case queues (e.g., Salesforce), coordinate system/process improvements, and maintain accurate documentation of CX workflows and policies.
• Partner with Strategy & Operations leadership to deliver onboarding, enablement, and training for CX playbooks, tools, and systems.
• Build and optimize reports and dashboards using tools like Salesforce, Power BI, Tableau, and SQL to deliver actionable insights to CX leadership.
• Collaborate with Business Technology and CX Ops to improve CRM usability, resolve system issues, and uphold data integrity across platforms.
• Support revenue-related initiatives including territory planning, quota alignment, compensation audits, and renewal performance analysis to drive strategic growth.

What does it take to work at LastPass?

• Experience in Customer Experience, Support, or Revenue Operations roles, with a strong track record of impact.
• Demonstrated success leading cross-functional initiatives and driving measurable operational improvements.
• Advanced proficiency in Salesforce, SQL, and data visualization tools such as Power BI or Tableau.
• Strong business acumen with the ability to align operational execution to strategic goals.
• Excellent communication skills and proven ability to manage diverse stakeholders across teams.
• Comfortable navigating fast-paced environments and adapting to shifting priorities with agility.
• Passionate about customer experience, continuous improvement, and learning revenue-related processes.

It's great, but not required:

• Experience with tools like Gainsight, Gong, Clari, Outreach, Atlassian/JIRA 
• Familiarity with SaaS business models and post-sale customer journeys 
• Process mapping and continuous improvement framework
• Familiarity with SCRUM

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
• 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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