Senior Customer Onboarding Specialist

Summary

Join 1Password's Customer Onboarding team as a Sr. Customer Onboarding Specialist and help customers unlock the full potential of 1Password. This remote UK-based role requires excellent communication skills in English and German, 4+ years of experience in onboarding and customer success, and familiarity with various software acronyms. You will lead large customer implementations, collaborate with internal teams, and proactively report on customer needs. The position offers a remote-first environment with occasional travel, along with comprehensive benefits including health coverage, parental leave, retirement matching, and professional development opportunities.

Requirements

• Excellent written and spoken communication skills in both English and German, with the ability to engage and develop relationships, sharing information effectively across all professional levels
• 4+ years of experience with a proven track record in onboarding and customer success, including managing large customer implementations
• Effective communication and training skills over email, phone, and video. Presenting and speaking to new people each day excites you. Your style is concise and empathetic – with a balance of teaching and listening/learning yourself, as well as the ability to lead a conversation
• Demonstrated experience in supporting individuals and businesses in effectively utilizing software to enhance productivity and efficiency You’re passionate about discovering a team’s needs, and you ask insightful, open-ended questions that help you learn more about them. You enjoy translating technical terms for customers who find technology confusing or intimidating
• Skilled at collaborating with internal teams, effectively balancing customer success with company goals and opportunities
• Familiarity with the acronyms SCIM, AD, CLI, SSO, and SaaS
• A knack for learning things on your own and quickly adapting to new environments. Demonstrated ability to work independently, conducting thorough research to support informed decision-making, combined with a collaborative mindset to seek guidance when needed
• The thought of tracking minute details doesn’t make you cringe and you’re able to organize yourself and your tasks so customers don’t get missed or dropped
• Feedback, learning, and growing are some of your favourite words

Responsibilities

• Lead large and high-potential customers through multiple levels of the Onboarding process, in both English and German
• Learn our CRM, what and how we track, and keep customer information and project tracking updated
• Proactively report on customers’ needs and valuable feedback to enhance and improve processes and the product
• Maximize customer engagements and collaborate with cross-functional peers to ensure a successful launch, long-term engagement, and wall-to-wall adoption
• Onboard customers, build rapport, and put success plans in place that influence the broader Customer Success metrics and processes

Preferred Qualifications

It’s a bonus if 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