About LastPass

LastPass is a leader in password and identity management, making it easier to log into life and work. Trusted by 100,000 businesses and millions of users, LastPass combines advanced security with effortless access for individuals, families, small business owners, and enterprise professionals. With LastPass, important credentials are protected and private – and always within reach.

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 Senior Instructional Designer:

As the Senior Instructional Designer, you will be responsible for analyzing customer learning needs, developing and designing training modules, content creation, and reporting on the impact of our Customer Education program. In this role, you will bring microlearning techniques, instructional design experience and digital-first, self-service enablement solutions to maximize the customer experience.

If you are passionate about complex problem solving and motivated by scale, then this is the role for you!

About the team:

The Customer Education team is focused on improving the customer experience and ensuring our customers derive value from their LastPass subscription through a multitude of self-serve modules and channels. If you’re looking to be part of a new and growing team, are passionate about problem solving and motivated by scale, then this is the role for you!

Who will you work with?

You will collaborate with Sales, Global Customer Success, Customer Support, Marketing and Product Marketing to develop global customer education solutions that enhance the customer experience and drive growth.

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

Instructional Design & Content Creation

• Create and maintain training courses, learning modules, and other solutions that deliver clear, impactful instruction that unlock customer value
• Produce innovative and scalable video and course content via learning tools such as Camtasia and Articulate360
• Make recommendations to CE leader on talk tracks and video post-production design

Product Knowledge

• Develop and maintain deep LastPass product knowledge, including admin and end user expertise
• Develop and maintain a deep understanding of customer milestones required to reach First Value Attainment and maximize ROI
• Collaborate cross-functionally to identify key customer needs that will inform content creation

Reporting and Analytics

• Research and analyze data on training effectiveness, provide recommendations on improvements and implement changes
• Analyze data and report on KPIs, leading and lagging indicators, First Value Attainment, and overall impact of Customer Education
• Create and deliver internal quarterly newsletter to highlight wins, OKRs, new releases and more to keep the greater organization in the know with what’s going on in the CE program

What does it take to work at LastPass?

• Customer-obsessed
• Security-minded
• Creative and innovated mindset
• Excellent project management, communication and organizational skills
• Previous experience in the Customer Education space
• Experience with Microsoft 365
• Experience with Collaboration platforms (i.e. Slack, Teams)
• Knowledge of an LMS platform like Skilljar or similar platforms
• Knowledge of video production software like Camtasia

It’s great, but not required:

• Experience in the security industry
• Basic knowledge of HTML/CSS
• Knowledge of LastPass or other password managers

Our compensation reflects the cost of labor across several US geographic markets. The typical base pay range for this role across the U.S. is USD $80,000 in the lowest geographic market and up to $100,000 per year in our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

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: Quarterly Self-Care Days (4 extra paid days off annually) and Volunteer 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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