Portfolio Customer Success Manager
New
L
LastPassCybersecurity software
Location: Remote - USFull-TimeMiddle
Salary74,000 - 85,000 USD per year
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Job Details
- Required Skills
- Business IntelligenceCybersecurityMicrosoft Power BISalesforceCustomer SuccessAccount Management
Requirements
- Have proven experience in Customer Success or Account Management.
- Demonstrate success using data and analytics to inform strategy and drive customer outcomes.
- Be proficient with customer success tools such as Gainsight and Salesforce.
- Have experience with business intelligence tools.
- Have excellent written and verbal communication and interpersonal skills.
- Be able to prioritize projects and manage time effectively in a rapidly changing environment.
- Be customer-focused, with an interest in understanding customer needs and driving satisfaction, loyalty, and growth.
- Be self-motivated and eager to succeed and grow with LastPass.
- Experience in cybersecurity is helpful but not required.
- Knowledge of Power BI or LastPass solutions is helpful but not required.
Responsibilities
- Orchestrate customer onboarding to achieve First Value Attainment and help customers maximize value from LastPass.
- Partner with Sales and Renewals leadership to prioritize the portfolio and drive targeted engagement that supports adoption, utilization, retention, and growth.
- Nurture customers through digital-led, one-to-many, and human-led programs from onboarding through renewal and expansion.
- Mobilize resources such as webinars, LastPass University, and Community forums for customers.
- Support executive engagement through business reviews and escalate at-risk accounts through the SWARM process with Product, Engineering, and Customer Care.
- Guide administrators through deployments and identity integrations, including SSO, SCIM, MFA, and migrations.
- Capture and route customer feedback to Product through structured channels.
- Use customer health metrics across onboarding, First Value Attainment, adoption, retention, and expansion to mitigate risk and identify opportunities.
- Use AI and automation to streamline repeatable tasks and communicate account insights to customers, Sales, and leadership.
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