Senior Account Manager

Summary

Join 1Password as an experienced MSP Account Manager! This remote role (Canada/US) requires 5+ years in B2B SaaS customer success, onboarding, or account management. You will oversee MSP accounts, drive growth through upselling/cross-selling, and lead deployments in complex IT environments. Strong sales acumen, communication skills, and solution-oriented thinking are essential. The role involves collaborating with sales and internal teams, training MSPs, and optimizing processes. 1Password offers competitive salaries, comprehensive benefits (health, dental, 401k, PTO, equity grants), and a remote-first culture with occasional travel.

Requirements

• 5+ years of experience in Customer Success, onboarding, or Account Management role in a MSP/B2B SaaS setting
• Proven ability to manage customer relationships and drive successful implementations
• Strong experience in leading software deployments within complex, matrixed environments
• Strong sales acumen with a demonstrated track record of meeting and exceeding sales targets
• Strong communication and training skills across various mediums (email, phone, video, and Slack)
• Solution-oriented mindset with a track record of addressing customer needs and challenges
• Familiarity with customer success tools (e.g., Salesforce, Slack)
• Ability to thrive in a remote-first environment and effectively manage your own research and learning

Responsibilities

• Oversee a diverse portfolio of MSP accounts, ensuring high client satisfaction and achieving deployment and sales targets
• Proactively identify growth opportunities to increase Annual Recurring Revenue (ARR) through upselling and cross-selling initiatives
• Conduct regular business reviews with clients to assess their needs, identify opportunities for growth, and address any challenges
• Actively manage your deployment pipeline, identifying and pursuing new business opportunities within existing accounts
• Develop tailored proposals and presentations that articulate the value of 1Password’s solutions to MSPs End Customers
• Collaborate with the sales team to strategize and execute joint sales initiatives, enhancing our approach to market penetration
• Lead the process for new MSPs on-boarding, ensuring a seamless deployment of 1Password solutions in complex IT environments
• Coordinate closely with both MSPs and internal solutions teams to develop and execute implementation plans that meet client needs and timelines
• Monitor deployment progress, addressing any roadblocks or issues that may arise to ensure timely and successful implementation
• Train MSPs on enablement materials provided by 1Password, ensuring they can effectively sell, deploy, and support their end users
• Cultivate strong relationships with MSPs, providing coaching and guidance to help them meet usage targets
• Engage with key stakeholders and present to C-suite executives, effectively communicating value propositions
• Streamline onboarding processes and adjust MSP-specific development workflows to enhance customer engagement
• Monitor and adapt customer success metrics to align with organizational goals
• Advocate for MSP needs and feedback within 1Password, ensuring insights inform product and service development
• Work cross-functionally with internal teams to address high-priority issues, ensuring a seamless customer experience

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
• Utilization of our generous paid time off
• An equity grant
• Participation in our incentive programs