Director of Consumer Engagement & Retention

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Overview of LastPass

LastPass is a leading company specializing in password and identity management. With a commitment to making online access seamless and secure, LastPass supports a wide range of users, from individuals to businesses. Trusted by over 100,000 organizations and millions of individuals, their objective is to protect user credentials while providing easy access to vital information. LastPass fosters an inclusive work environment that values diverse ideas and encourages personal growth among employees.

Position Summary: Director of Consumer Engagement & Retention

The Director of Consumer Engagement & Retention is an integral role within LastPass, primarily focusing on developing and executing strategies that aim to enhance customer retention rates. The ultimate goal of this position is to mitigate churn, convert freemium users to paid subscribers, and create superior customer experiences. This role combines data-driven insights and a customer-centric approach to foster reliable customer journeys.

Responsibilities

In this role, you will be responsible for:

• Leading the End-to-End (E2E) consumer retention strategy:

  • Utilize data-driven insights and qualitative and quantitative feedback to enhance customer experiences.
  • Drive measurable improvements in churn and maximize customer lifetime value (LTV).

• Retention Optimization and Subscription Growth:

  • Implement strategies to understand and reduce customer churn.
  • Develop personalized communications through emails and notifications to preemptively address customer issues.
  • Create re-engagement programs for lapsed users.

• Customer Lifecycle Marketing:

  • Execute automated campaigns to engage customers at pivotal moments in their journey.
  • Develop persona-based segmentation for tailored content delivery.

• Customer Engagement Insights:

  • Carry out research to assess customer behavior and experiences, particularly during their initial engagement.
  • Utilize findings to optimize product adoption and usage metrics.

• Data Analysis and Reporting:

  • Measure retention metrics (like churn rates and renewal rates) and analyze these to fine-tune strategies.
  • Leverage tools like Salesforce, Gainsight, and Databricks to gain insights.

• Subscription Management:

  • Strive to increase retention through effective subscription management strategies, including upselling.

• Cross-Functional Collaboration and Leadership:

  • Partner with multiple departments (Marketing, Product, Engineering, Customer Success) to ensure aligned efforts in retention strategies.
  • Develop and coach a high-performance team, nurturing a collaborative culture.

Required Skills

Candidates for the Director of Consumer Engagement & Retention role must possess:

• Significant experience in retention, customer relationship management (CRM), and customer experience—preferably in subscription-based or e-commerce companies with $40M+ revenue scale.
• Proven leadership skills with a track record of developing and nurturing talent.
• Expertise in optimizing retention programs and a deep understanding of churn reduction tactics.
• Strong analytical abilities with experience using tools like PowerBI, Databricks, and various Customer Data Platforms.
• Capacity to navigate both strategic and hands-on challenges to foster measurable growth.
• Familiarity with advanced customer personalization techniques and platforms like Gainsight or Salesforce.

Salary and Benefits

LastPass offers a competitive salary range for this position, with typical compensation ranging from $160,000 to $190,000 annually, depending on geographic location and relevant experience. In addition to a robust salary, employees can expect:

• A flexible paid time off (PTO) policy, including unique provisions for Self-Care Days and Volunteer Days.
• Comprehensive health coverage, which also includes dependent coverage.
• Generous parental leave and support for home office setups.
• Access to continuous learning and development opportunities, including an annual learning stipend.
• A remote-first culture that supports various work arrangements for flexibility based on employee needs.

Why Work at LastPass?

LastPass offers a dynamic work environment focused on inclusivity and collaboration. The company's culture prioritizes employee well-being, recognizing that a diverse community leads to innovation and stronger performance. Employees are encouraged to embrace new ideas, align their ambitions with organizational objectives, and contribute to the overarching mission of safeguarding people's identities online.

If you're interested in taking on this impactful role and making a significant difference in customer retention and engagement at a leading organization, consider applying to LastPass. Your skills and insights could play a pivotal role in shaping the future of digital security and user experience.

This job offer was originally published on himalayas.app