1Password is hiring a
Senior Manager Digital Customer Success, Remote - United States, Canada

Summary

The job is for a Senior Manager of Digital Customer Success at 1Password. The role involves building out the self-serve customer journey, handling customer inquiries and risk escalations, and working with cross-functional partners to enhance processes and drive team performance. The ideal candidate has 7+ years of experience in a customer success or related role, with expertise in digital programs, email campaigns, webinars/events, and defining and leading digital engagement strategies.

Requirements

• 7+ years of experience in a customer success, account management, customer marketing, product operations role or related
• 2+ years of experience managing people/teams that are accountable for customer retention
• Demonstrated progressive experience with Digital Programs, Customer Marketing, or related experience with a technical SaaS or subscription software service
• Rich knowledge and track record with email campaigns, in-app experience, webinars/events and certifications
• Experience with defining and leading digital engagement strategies (i.e., digital journey creation, content marketing, etc.) across an omni channel journey
• Excellent cross-functional leadership, collaboration and communication skills
• Expert-level analytical skills, using data to inform product/service decisions that eliminate redundant tasks, improve the customer experience and drive growth
• Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans

Responsibilities

• Build out the self-serve customer journey
• Handle customer inquiries and risk escalations
• Work with cross-functional partners to enhance processes and drive team performance

Preferred Qualifications

• Personal experience with 1Password or another password manager
• Managed other managers

Benefits

• Develop and deliver digital initiatives to improve the effectiveness and efficiency of conversion, activation, growth and retention for 1Password customers
• Collaborate cross-functionally to align the digital experience across email, in-app, the customer portal, Product feedback, etc. for a cohesive customer experience
• Create a world-class first 30 day experience for our end-users
• Design, evaluate, and measure digital programs against internal targets for continuous improvement
• Leverage data and analytics to develop, lead, and measure results for GTM growth and retention-related initiatives, programs, and campaigns
• Build upon our existing foundation of customer resources to create a vast and comprehensive library of content, webinars and short tutorials that allow customers to get the help they need in a true self serve way
• Attend weekly forecast meetings to share results against targets including; conversion, activation, contraction, churn and growth
• Drive and live with experimentation. Bring what we’re learning, seeing and hearing from customers and making tweaks to the process to find a more efficient/better way to support customers through it or to eliminate it altogether
• Participation in 1Password's benefits program (health, dental, 401k and many others)
• Utilization of our generous paid time off
• An equity grant
• Participation in incentive programs