Portfolio Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the onboarding process for a customer portfolio to ensure they achieve First Value Attainment and maximize the benefits of LastPass.

• Collaborate with leadership from Sales and Renewals to prioritize the portfolio and foster engagement that enhances adoption, usage, retention, and growth.

• Guide customers through various programs—digital-led, one-to-many, and human-led—from onboarding to renewal and expansion.

• Leverage resources like webinars, LastPass University, and Community forums.

• Facilitate executive engagement through business reviews and escalate at-risk accounts via the SWARM process.

• Develop product knowledge to assist administrators with deployments and identity integrations, including SSO, SCIM, MFA, and migrations.

• Convert technical capabilities into tangible business outcomes.

• Collect and direct customer feedback to the Product team through structured channels.

• Utilize customer health metrics to reduce risk and seize opportunities.

• Implement AI and automation to optimize repetitive tasks.

• Transform account insights into actionable communications for customers, Sales, and leadership.

• Work in partnership with Sales, Renewals, Customer Care, Marketing, Product, Engineering, and Customer Education.

⛳️ Requirements

• Established experience in Customer Success or Account Management.

• Proven track record of utilizing data and analytics to shape strategy and enhance customer outcomes.

• Proficient in customer success tools like Gainsight and Salesforce, as well as business intelligence tools.

• Outstanding written and verbal communication skills, along with strong interpersonal abilities.

• Demonstrated capability to prioritize tasks and manage time efficiently in a fast-paced environment.

• Customer-oriented with a strong commitment to understanding customer needs and fostering satisfaction, loyalty, and growth.

• Self-driven with a robust desire to succeed and evolve as LastPass continues to grow.

• Experience in cybersecurity is advantageous, but not mandatory.

• Familiarity with Power BI is beneficial, but not essential.

• Knowledge of LastPass solutions is a plus, but not required.

🏝️ Benefits

• Remote-first culture.

• Competitive compensation.

• Flexible Paid Time Off policies, including Quarterly Self-Care Days (4 additional paid days off annually) and Volunteer Days.

• Parental leave.

• Comprehensive health coverage, including for dependents.

• Support for home office setup.

• Free LastPass Families account for up to 5 members.

• Continuous learning and development opportunities, including an annual learning stipend.

• Peer-to-peer recognition via Quantum Workplace.

• Employee Assistance Program for well-being support.

• Stipend for remote work expenses.

• Options for Short-Term or Remote-Centric Work Arrangements for increased flexibility.