Director of Consumer Engagement & Retention

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LastPass is looking for a Director of Consumer Retention to lead the strategy and execution of retention initiatives that aim to reduce churn, convert freemium users to paid subscribers, and maximize growth through best-in-class customer experiences. You will be responsible for owning the E2E consumer retention strategy, leveraging data-driven insights and qualitative & quantitative customer feedback and engagement to optimize the customer journey. 

If you thrive on turning data into actionable insights & programs that improve customer retention and LTV, then this is the role for you! 

Who will you work with?

​As the Director of Consumer Retention, you'll report directly to the Chief Customer Officer, collaborating closely with Marketing, Product, Engineering, and Customer Experience teams, while leading a Retention Analyst.

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

• Retention Optimization & Subscription Growth: Drive measurable improvements in churn, gross revenue retention, and customer lifetime value. Optimize and scale subscription growth across all touchpoints of the customer journey. Identify at-risk customers through deep dive customer data analysis and implement personalized emails, in-app messages, and push notifications to address customer issues and preemptively prevent churn. Implement win-back programs to re-engage lapsed customers. 
• Customer Lifecycle Marketing & Personalization: Develop and execute automated lifecycle campaigns across marketing channels (email, push, customer support touchpoints, etc) to engage customers at key milestones. Develop and implement persona-based segmentation to deliver highly personalized content and customer experiences. 
• Customer Engagement & Insights: Conduct comprehensive customer research through surveys, in-app capabilities, and interviews to analyze customer behavior during their first 90 days. Utilize this feedback to optimize product adoption and usage to ensure customers are seeing value early on. 
• Data Analysis & Reporting: Monitor, define, and measure retention metrics and key performance indicators (including churn, renewal rates, freemium to paid conversions, customer health scoring, time to value, etc). Leverage data …