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LastPass is looking for a Portfolio Customer Success Manager:
As a Portfolio Customer Success Manager, you will lead strategic customer success initiatives across a portfolio of high-value, complex customers. Your mission is to deliver a world-class customer experience that drives deep adoption, maximizes product utilization, and accelerates retention and expansion of LastPass solutions. You will serve as a trusted advisor and orchestrator of cross-functional programs that align customer outcomes with business growth.
About the Team:
Our Global Customer Success Managers are a high-performing, customer-focused team. As part of the broader Customer Experience organization, we drive Gross Revenue Retention (GRR), expansion, and long-term success through proactive engagement and partnership. We work closely with the Renewals team to ensure seamless lifecycle management and deliver measurable business outcomes. We value collaboration, celebrate achievements, and support one another in elevating the customer experience.
If you are passionate about complex problem solving and motivated by scale, then this is the role for you!
Who will you work with?
You will collaborate with Sales leadership to define and execute strategic engagement plans for your portfolio. You will also work with Product, Engineering, Marketing, and Customer Care to shape the customer journey, advocate for customer needs, and influence product direction. Building strong internal partnerships will be essential to driving scalable success across the organization.
What are some of the exciting challenges you will be working on?
* Own the end-to-end success of complex, high-value customers, serving as their strategic advisor and primary point of contact throughout their lifecycle.
* Design and implement tailored engagement strategies aligned with each customer’s business objectives, driving adoption, utilization, retention, and expansion.
* Lead onboarding and maturity planning to ensure customers achieve First Value Attainment and progress toward full solution adoption.
* Use data and insights to proactively monitor customer health, identify risks and opportunities, and take action to improve outcomes.
* Deliver impactful customer interactions through a mix of digital-led programs, one-to-many initiatives, and personalized engagements.
* Collaborate cross-functionally to ensure a seamless and value-driven customer experience.
* Advocate for customer needs internally, influencing product and service enhancements.
* Apply deep product knowledge to guide customers through complex use cases and unlock the full potential of LastPass.
* Communicate with clarity and precision, ensuring timely follow-through and responsiveness.
What does it take to work at LastPass?
* Proven ability to think strategically about customer success and align engagement strategies with business outcomes.
* Proven experience in Customer Success, Account Management, or a related strategic customer-facing role, preferably in SaaS or cybersecurity.
* Skilled in navigating complex customer environments and engaging with senior stakeholders.
* Fluency in English is required; proficiency in additional European languages is a strong advantage.
* Strong data literacy and experience using BI tools (e.g., PowerBI) to inform strategy and measure impact.
* Proficiency in customer success platforms (e.g., Gainsight, Salesforce) and managing multiple initiatives in a fast-paced environment.
* Ability to influence cross-functional teams and drive alignment around customer-centric goals.
It's great, but not required:
* Experience in cybersecurity or SaaS environments.
* Deep understanding of LastPass solutions and ecosystem.
* Familiarity with scaled success models and digital engagement strategies for portfolio customers.
Why LastPass?
* 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
* 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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