Account Specialist, Activation

About 1Password

1Password is experiencing rapid growth, exceeding $400M in ARR and consistently recognized on the Forbes Cloud 100. We are at the forefront of building a secure and productive digital future, leading in enterprise password management and pioneering Extended Access Management. Our human-centric approach makes us a loved brand, trusted by over 180,000 businesses globally, including Fortune 100 leaders. Join us to shape a safer, simpler digital future.

1Password is dedicated to fostering a culture of diversity, innovation, and personal growth, providing a collaborative environment where every team member can thrive.

About the Role: Account Specialist, Activation

The Account Specialist, Activation plays a crucial role in empowering our very small business customer base as they onboard, adopt, and realize value from 1Password. In this remote UK-based role, you’ll engage with a high volume of customers through a pooled portfolio model, delivering timely, high-impact assistance that drives successful deployment and activation of 1Password products.

You will address inbound customer requests professionally, host 1:many training sessions to guide customers through configuration and best practices, and respond proactively to account health signals via intervention playbooks at key moments. Acting as a coach and strategic advisor, you’ll help customers become more confident in using 1Password and direct them toward self-serve resources that accelerate their success.

What We're Looking For

• 2+ years in a Customer Success, Account Management, or related role, preferably in a SaaS environment.
• Ability to thrive in a fast-paced environment and adapt to changing priorities and demands.
• A natural teacher with the ability to distill technical or intricate systems into understandable and actionable insights.
• Detail-oriented, resourceful, and creative problem solver, always understanding the 'why' behind the 'what'.
• A collaborative team player and a self-starter.
• Ability to context switch and manage multiple projects and customer engagements simultaneously.
• Effective communication across written and verbal channels, tailoring messages for different audiences.
• Strong interpersonal skills with a demonstrated ability in building customer relationships.
• Preferred: Experience with 1Password and/or cybersecurity related experience.
• Preferred: Experience with Salesforce, Gainsight, or related CRM tools.

Key Responsibilities

• Support a large, pooled portfolio of customers, partnering closely with admins and account owners to understand their goals, guide deployment, and establish healthy usage habits that deepen activation of 1Password.
• Deliver high-impact, time-bound engagements across onboarding, activation, and value milestones, ensuring customers receive the right level of guidance at scale through our pooled portfolio model.
• Host and moderate 1:many training webinars, guiding groups of customers through best practices and configuration to support successful onboarding and activation at scale.
• Respond to inbound customer requests in a timely and professional manner, providing clear guidance, resolving issues efficiently, and ensuring a quality customer experience.
• Monitor customer health, addressing signals of risk or opportunity by executing appropriate playbooks at key intervention points to drive successful outcomes.
• Act as a teacher, empowering and coaching customers to successfully launch and adopt core functionality, and use our self-serve resources.
• Surface trends and common themes to help evolve and refine our digital/scaled engagement model.
• Champion the voice of our VSB customers, advocating internally for customer-informed product enhancements, features requests, and experience improvements.
• Collaborate cross-functionally with internal teams such as Solutions, Growth, Renewals, Community, and Support to ensure customer needs are addressed quickly across their lifecycle.

Our Culture

At 1Password, we prioritize collaboration, clear communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. We seek individuals who are keen to take on challenging problems, seek feedback for growth, and are driven to make an impact in a fast-paced environment. We value proven expertise, adaptability, curiosity, and results delivery.

How We Work With AI

1Password is committed to leveraging AI to achieve its mission, encouraging all team members to actively learn AI best practices, identify opportunities, and drive innovative solutions. Candidates are welcome to use AI tools responsibly during the application process.

Our Approach to Work

This role is remote-first within the UK, with an expectation that individuals work from home majority of the time. Occasional travel for department-wide offsites, quarterly meetings, and customer events may be required, typically across Canada, USA, and/or EMEA.

What We Offer

We believe in rewarding hard work through our benefits:

• 👶 Maternity and parental leave top-up programs.
• 🩺 Competitive health benefits.
• 🏝 Generous PTO policy.
• 📈 RSU program for most employees.
• 💸 Retirement matching program.
• 🔑 Free 1Password account.
• 🤝 Paid volunteer days.
• 🏆 Peer-to-peer recognition through Bonusly.
• 🌎 Remote-first work environment.

You Belong Here

1Password is an equal opportunity employer committed to fostering an inclusive, diverse, and equitable workplace. We welcome all individuals and do not discriminate based on various personal attributes. Accommodation is available upon request during the recruitment process. Remote work at 1Password means working from your home country. Successful applicants will be required to complete a background check. 1Password uses AI/ML technologies for initial screening, with an opt-out option available.

Key skills/competency

• Customer Success
• Account Management
• SaaS Environment
• Cybersecurity
• Client Onboarding
• Technical Training
• Problem Solving
• Relationship Building
• Salesforce CRM
• Gainsight