Senior Customer Success Manager

Summary

Join 1Password's Customer Success team as a remote Customer Success Manager in the UK! You will build strong relationships with clients, guiding them through best practices and maximizing their 1Password experience. This role requires 4+ years of SaaS/Tech Customer Success experience, excellent communication skills in English and French, and the ability to collaborate with C-level executives. You'll be responsible for customer retention, proactive engagement, and identifying growth opportunities. 1Password offers a comprehensive benefits package including generous PTO, wellness programs, retirement matching, and a fully remote work environment. Occasional travel to Canada and the USA may be required for team events.

Requirements

• Have excellent written and spoken communication skills in both English and French, with the ability to engage and develop relationships, sharing information effectively across all professional levels
• Have a proven track record with a minimum 4+ years experience managing a book of business in a SaaS or Tech Customer Success role servicing customers through strategic calls and engagement
• Have effective communication skills over email, the phone, or even a video call
• Have demonstrated experience in supporting individuals and businesses in effectively utilizing software to enhance productivity and efficiency
• Be experienced in collaborating with C-Level executives and skilled in navigating diverse stakeholder needs to identify and drive value realization
• Have experience managing revenue retention as your key metric - supporting your customers to drive tool adoption and prevent risk within your book of business

Responsibilities

• Guide 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 Executives
• 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
• Guiding 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
• Follows defined outreach and follow-up communication processes managing data and activity of customers in tandem with the Onboarding and the Account Executive teams; and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately
• Manage revenue retention as your key metric - supporting your customers to drive tool adoption and prevent risk within your book of business
• Identify opportunities for growth
• Proactively report on customers’ needs and valuable feedback so the marketing and product teams can accurately reflect messaging and prioritize the right projects to improve the product
• Build and maintain a healthy account book of customers for whom you are the Success Manager
• 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

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