Customer Success Manager

Summary

Join 1Password's Customer Success team as a remote Customer Success Manager in the UK, where you'll guide businesses and teams through best practices, act as a trusted advisor, and champion customer needs. You'll be responsible for customer retention, driving adoption goals, and ensuring high satisfaction through proactive and reactive engagement. This role requires a minimum of 2 years of experience managing a large book of business in a SaaS or Tech environment, strong communication skills, and a passion for helping customers leverage software for productivity and efficiency. You'll also need experience guiding customers through their lifecycle, making prescriptive recommendations, and managing customer data and activity. This role offers a competitive compensation package, including health and wellbeing benefits, growth and future opportunities, flexibility and community benefits, and a remote-first work environment.

Requirements

• Minimum 2 years experience managing a large book of business in a Customer Success role in a SaaS or Tech environment servicing customers at scale through strategic calls and engagement
• Strong communication skills over email, the phone, or video call. Presenting and speaking to new people each day excites you. Your style is concise yet empathetic – with a balance of teaching and listening/learning yourself as well as knowing when to pivot in a conversation
• Experience with, and passion for, helping people or businesses use software to be more productive and efficient. You’re passionate about discovering what a team needs in their workplace, and you ask strong open-ended questions that help you learn more about them. You enjoy translating technical terms for customers who find technology confusing or intimidating
• Experience proactively guiding customers through their lifecycle via email, webinars, and customized sessions; making prescriptive recommendations and helping customers achieve their desired outcomes and ensure high adoption rates across a book of business
• Follows defined outreach and follow-up communication processes managing data and activity of customers in tandem with the Onboarding and Account management teams; and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately

Responsibilities

• Guide teams and Business customers through established best practices by demonstrating an understanding of their structure and needs while guiding them throughout their 1Password lifecycle working closely with Onboarding and Account management
• Act as the customer champion and advocate, helping increase awareness of customer needs and priorities
• Customer retention is a key focus for this team member, supporting our customers in seeing the value of their investment with 1Password, and driving towards their adoption goals through proactive and reactive customer engagement
• Supports customers within their book of business through the annual renewal process, following defined process to engage with our customers early, and support in closing out renewals on a timely basis with customer satisfaction and retention in mind
• Hands off cross-sell/upsell opportunities to Account Executives and engages enthusiastic customers in advocacy initiatives such as customer panels, case studies and product discussions
• Contributes to the success of the Customer Success team in an ongoing capacity through team goals and metrics (including operational, NPS, revenue, and performance metrics)

Preferred Qualifications

• Previous experience with a CRM like Gainsight is a plus!
• You have personal experience with 1Password or cybersecurity

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