Customer Success Manager, SMB

Summary

Join 1Password's Customer Success team as a remote Customer Success Manager in the US or Canada! You will guide business customers through best practices, act as a trusted advisor, and champion customer needs. This role focuses on customer retention and driving adoption goals through proactive engagement. You'll need at least one year of experience in a similar role, strong communication skills, and a passion for helping businesses use software efficiently. The position offers competitive salary, comprehensive benefits, generous PTO, and opportunities for professional growth. Occasional travel may be required for team events and customer meetings.

Requirements

• Minimum 1 year experience in a Customer Success role servicing customers at scale through strategic calls and engagement
• Strong communication skills over email, the phone, or even a video call
• Experience with, and passion for, helping people or businesses use software to be more productive and efficient
• Experience proactively guiding customers through their lifecycle through email, webinars, and customized sessions
• Follows defined outreach and follow-up communication processes managing data and activity of customers in tandem with the Onboarding and Account management teams
• 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
• 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)

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
• Support our customers in seeing the value of their investment with 1Password, and driving towards their adoption goals through proactive and reactive customer engagement
• Proactively guide customers through their lifecycle through email, webinars, and customized sessions; making prescriptive recommendations and helping customers achieve their desired outcomes and ensure high adoption rates across their book of business
• Follow 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
• Support 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 managers and engages enthusiastic customers in advocacy initiatives such as customer panels, case studies and product discussions
• Contribute 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
• You have personal experience with 1Password or another password manager

Benefits

• Maternity and parental leave top-up programs
• Wellness spending account
• Generous PTO policy
• Company-wide wellness days off scheduled throughout the year
• Wellness Coach membership
• Comprehensive health coverage
• Employee stock option program 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
• Health, dental, 401k and many others
• Generous paid time off
• Equity grant
• Participation in our incentive programs
• Health, dental, RRSP and many others