Customer Success Manager

Summary

Join 1Password's EMEA Customer Success team as a Team Manager! In this remote UK-based role, you will coach and develop a high-performing team, focusing on growth, revenue retention, and customer satisfaction. You'll refine processes, elevate performance, and support your team's professional development. Success requires adaptability, strong communication, and a passion for building and scaling teams. The role involves managing daily operations, driving departmental goals, and championing process improvement. Occasional travel within EMEA, Canada, and/or the USA is expected.

Requirements

• Customer Success Expertise: Proven background with 6+ years in the security or SaaS industry, successfully managing customers of all sizes to drive adoption, retention, and growth
• Leadership Experience: At least 3+ years of demonstrated success in building and leading high-performing teams while fostering a strong, supportive team culture
• Exceptional Prioritisation 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 Optimisation: 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 Optimise Team Performance: Continuously track, analyse, and report on team performance, identifying opportunities for proactive engagement and areas for improvement. Quickly address challenges to ensure targets are met or exceeded
• Coach and Develop Team Members: Provide individualised 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 Organisational 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

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