Customer Success Advocate

Job Description

About the Role

Title: Customer Success Advocate

Location: Remote – Guatemala

Job Description:

LastPass, the #1 password leader, provides password and identity management solutions that are convenient, easy to manage, and effortless to use, helping more than 32 million users and 100,000 businesses organize and protect their online lives. As a pioneer in cloud security technology, LastPass provides award-winning password and identity management solutions that are convenient, effortless, and easy to manage. LastPass values users’ privacy and security, so your sensitive information is always hidden – even from us.

We welcome new ideas, support your growth, and recognize your value, if this aligns with what you are looking for in your next career move, Join Us

LastPass is looking for a Digital Customer Success Advocate:

The Digital Customer Success Advocate is passionate about helping customers gain maximum value from the solutions purchased. We’re seeking a self-motivated individual with excellent English communication skills. As a Digital CSA, you’ll work with a team to deliver on-demand and proactive outreach to a pool of global customers to drive deployment, adoption, utilization and retention of LastPass products.

Who will you work with?

As a Digital Customer Success Advocate (CSA), you will collaborate with a diverse and talented team. Your interactions will span across various departments including Sales, Marketing, Technical Support, Renewals, Product, Engineering and Professional Services.

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

Manage a pool of accounts to drive retention, revenue growth, and customer satisfaction

Manage a queue of inbound customer inquiries and provide them with steps to increase deployment, adoption, utilization and retention

Identify incremental opportunities within the customer environment that promote deeper adoption, utilization and expansion opportunities

Oversee ongoing management and retention (includes reporting and analysis on utilization, risk evaluation, and other relevant information)

Ability to influence customers and others to compel a sense of urgency

Influence at all organization levels and develop credibility with Sr. Management (internal and customer)

What does it take to work at LastPass?

Customer-focused – what we do revolves around the customer!

Experience in customer success, customer support or account management

Excellent communication, interpersonal and writing skills

Data-driven approach to problem-solving

Demonstrate excellent time management skills and excel in a high-velocity and volume environment

Understanding of customer relationship management tools and technologies

Ability to analyze data into meaningful information, ability to modify content appropriately to match customer needs and key metrics

Ability to adapt and work efficiently in a rapidly changing environment; willingness to be an active participant in a team environment and ability to manage multiple simultaneous projects

Self-motivated with a strong desire to succeed and grow as we grow

Proficiency using Microsoft Office (Word, Excel, Outlook, PPT)

It’s great, but not required:

Experience working in Customer Success organizations with digital and scale CSMs

Proficiency using Salesforce.com & Gainsight

Knowledge of LastPass solutions

Other languages in addition to English

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: Monthly self-care days (12 extra paid days off annually), volunteering days

Generous Parental leave

Comprehensive health coverage, dependents included

Home office setup support

LastPass families free account up to 5 members

Continuous learning and development opportunities

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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