Senior Customer Success Manager

Summary

Join 1Password as a Senior Customer Success Manager and guide enterprise-level clients through best practices, acting as their champion and advocate. This remote role, based in Canada or the US (Eastern Time Zone preferred), requires 5+ years of SaaS/tech book of business management experience. You will leverage your product knowledge to provide solutions, build strong customer relationships, and collaborate with internal teams. The position involves conducting business reviews, creating success plans, and proactively reporting customer feedback. Compensation includes a competitive salary, commission eligibility, comprehensive benefits, generous PTO, equity grants, and participation in incentive programs. Occasional travel may be required.

Requirements

• 5+ years experience managing a book of business in a SaaS or tech environment
• Experience conducting Business Reviews and working with executive leaders
• Strong communication skills using virtual collaboration tools

Responsibilities

• Manage a book of business in a SaaS or tech environment, servicing customers through strategic calls and engagements
• Maintain account-specific insights and data to inform forecasting
• Review account-specific and overall book health in relation to business reviews and customer engagements
• Balance individual customer success with company needs and opportunities
• Provide robust, product-based solutioning for clients, ensuring timely resolutions
• Help people or businesses use software to be more productive and efficient
• Translate technical terms for customers who find technology confusing or intimidating
• Conduct Business Reviews and work closely with executive leaders
• Create and execute on success plans to drive activation and engagement of customers
• Collaborate with internal, cross-functional teams to ensure customer success
• Proactively report on customers’ needs and valuable feedback
• Build and maintain a healthy database of customers
• Develop your best personal approach and rhythm, analyze Customer Success processes, and collaborate with cross-functional peers

Preferred Qualifications

Fluency in German or French

Benefits

• Maternity and parental leave top-up programs
• Wellness spending allowance
• Generous PTO policy
• Company-wide wellness days off scheduled throughout the year
• Wellness Coach membership
• Comprehensive health coverage
• Company equity 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 (USA) and RRSP (Canada) benefits
• Paid time off
• Equity grant
• Participation in incentive programs