1Password is hiring a
Senior Manager Digital Customer Success

Summary

Join 1Password as a Senior Manager of Digital Customer Success. Build out the self-serve customer journey, partner with product, marketing, and community teams, handle customer inquiries, risk escalations, and admin tasks within the segment, and enhance processes to maximize growth, drive activation, and minimize churn and contraction.

Requirements

• 7+ years of experience in a customer success, account management, customer marketing, product operations role or related with 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
• Partner with product, marketing, and community teams
• Handle customer inquiries, risk escalations, and admin tasks within the segment
• Enhance processes to maximize growth, drive activation, and minimize churn and contraction

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
• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave