Customer Success Manager

Summary

Join 1Password's Commercial Customer Success team as a Team Manager! In this remote role (Canada or US), you'll coach and develop a high-performing team focused on growth, retention, and customer satisfaction for mid-market B2B clients (1,000-3,000 employees). You'll oversee daily operations, refine processes, and drive departmental goals. Success requires strong leadership, communication, and customer-centric skills, along with experience in security or SaaS. This is a commission-eligible position with a competitive salary and comprehensive benefits package, including health insurance, retirement matching, paid time off, and equity grants.

Requirements

• Customer Success Expertise: Proven background with 3+ years in the security or SaaS industry, successfully managing customers of all sizes to drive adoption, retention, and growth
• Leadership Experience: At least 2+ years of demonstrated success in building and leading high-performing teams while fostering a strong, supportive team culture
• Exceptional Prioritization Skills: Adept at managing internal projects, resolving escalations, and balancing team, customer, and company needs
• Customer-Centric Approach: Passionate about uncovering customer needs through strong, open-ended questions. Your communication style is concise, empathetic, and strikes a balance between teaching and learning. You excel at leading productive conversations that foster trust and understanding
• Collaborative and Cross-Functional: Skilled at partnering with internal teams to align on goals and solutions, ensuring both customer and company success
• Influential Communicator: Strong communication and interpersonal skills with a proven ability to positively influence others and build lasting relationships
• Fast Learner and Problem Solver: Quick to adapt to new environments, independently learn tools and processes, and tackle challenges with a solution-focused mindset
• Tools & Process Optimization: Experienced with Salesforce, Gainsight, and other Customer Success tools. Proven ability to implement or refine processes to improve team efficiency and outcomes

Responsibilities

• Monitor and Optimize Team Performance: Continuously track, analyze, and report on team performance, identifying opportunities for proactive engagement and areas for improvement. Quickly address challenges to ensure targets are met or exceeded
• Lead Collaborative Team Meetings: Partner with the existing Team Lead and Commercial Manager to facilitate regular team meetings, fostering alignment, collaboration, and knowledge-sharing across the team
• Coach and Develop Team Members: Provide individualized coaching and guidance through regular 1:1s and ongoing performance discussions. Support team members in achieving their monthly and quarterly targets while helping them advance toward their career goals within 1Password
• Oversee Day-to-Day Operations: Manage daily operations, including goal setting, task allocation, and performance management. Assign tasks based on team members’ strengths and skills, ensuring work is completed effectively and to a high standard
• Drive Departmental and Organizational Goals: Execute on team and department priorities in alignment with broader business objectives, ensuring your team contributes to the overall success of the customer success department
• Foster Team Growth and Talent Development: Develop, retain, and motivate a high-performing team. Actively recruit and onboard new team members, continually raising the bar for talent and capabilities. Provide structured onboarding and ongoing support to help all team members thrive
• Champion Process Improvement: Identify and implement process enhancements to improve efficiency, scalability, and the overall customer experience. Advocate for new ideas and solutions to ensure the team evolves to effectively manage a growing book of business

Preferred Qualifications

• Mid-Market Focus: Experience working with Mid-Market B2B customers is highly valued
• Bonus: Familiarity with 1Password or other password managers is a plus, helping you quickly gain confidence in the role

Benefits

• Maternity and parental leave top-up programs
• Wellness spending allowance
• Generous PTO policy
• Company-wide wellness days off scheduled throughout the year
• Wellness Coach membership
• Comprehensive health coverage
• Company equity for all full-time employees
• Retirement matching program
• Training budget, 1Password University access, and learning sessions
• Free 1Password account (and friends and family discount!)
• Paid volunteer days
• Employee-led DEIB programs and ERGs and ECGs
• Fully remote environment
• Peer-to-peer recognition through Bonusly
• USA-based roles only: The annual base salary for this role is between $116,000 USD and $165,000 USD and is commission-eligible. The role is also eligible for immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs
• Canada-based roles only: The annual base salary for this role is between $111,000 CAD and $150,000 CAD and is commission-eligible. The role is also eligible for immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs