Customer Success Manager

Summary

Join 1Password's Customer Success team as a Customer Success Manager and help customers maximize their investment in security and privacy. You will guide teams and business customers through best practices, acting as a trusted advisor throughout their 1Password lifecycle. This role focuses on customer retention, driving adoption goals through proactive and reactive engagement. The position is remote in the UK and requires at least two years of experience managing a large book of business in a SaaS or Tech environment. Fluency in German is essential, along with strong communication skills. You will proactively guide customers, manage data and activity, support renewals, and contribute to team goals and metrics.

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
• Fluent in German both verbally and written
• 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

Responsibilities

• 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
• 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!
• Optional: You have personal experience with 1Password or cybersecurity. While not required, it’ll help you quickly have confidence in this role

Benefits

• ���� Maternity and parental leave top-up programs
• ���� Generous PTO policy
• ���� Four company-wide wellness days
• ���� Company equity for all full-time employees
• ���� Retirement matching program
• ���� Free 1Password account
• ���� Paid volunteer days
• ���� Employee-led inclusion and belonging programs and ERGs
• ���� Peer-to-peer recognition through Bonusly