Senior Customer Success Manager, Commercial

Senior Customer Success Manager, Commercial at 1Password

1Password is experiencing unprecedented growth, having surpassed $400M in ARR and consistently ranking on the Forbes Cloud 100. We are at the forefront of building a secure, productive digital future, innovating in enterprise password management and pioneering Extended Access Management. As a beloved brand in cybersecurity, we take a human-centric approach, trusted by over 180,000 businesses globally.

Our Customer Success team focuses on proactive and prescriptive engagement, helping customers maximize their security and privacy investments. We build long-term relationships and serve as trusted advisors.

This is a remote opportunity within the UK.

What We're Looking For

• A proven track record with a minimum of 4+ years' experience managing a book of business in a SaaS or Tech Customer Success role, servicing customers through strategic calls and engagement.
• Effective and empathetic communication skills across various channels, with a balance of teaching and active listening.
• Demonstrated experience in helping individuals and businesses leverage software for enhanced productivity and efficiency, including translating technical terms for non-technical audiences.
• Experience collaborating with C-Level executives and navigating diverse stakeholder needs to identify and drive value realization.
• Ability to guide customers through their lifecycle via email, webinars, and customized sessions, providing prescriptive recommendations to achieve desired outcomes and ensure high activation rates.
• Proficiency in following defined outreach and follow-up communication processes, accurately managing customer data and activity in tools like Salesforce and Gainsight, and logging customer feedback.
• Experience managing revenue retention by supporting tool adoption and mitigating risk within your book of business, alongside proactively identifying expansion opportunities with Sales counterparts.
• Personal experience with 1Password or another password manager is optional but beneficial.

What You Can Expect

Month 1

• Become familiar with 1Password's product, culture, and Customer Success processes.
• Learn Salesforce and Gainsight for tracking customer information and activities.
• Be able to guide mid-sized customers through initial Customer Success discussions.

Month 3

• Guide medium to large customers to achieve their goals using your product expertise.
• Provide defined Customer Success consultations to increase 1Password product usage and deliver optimal customer value.
• Proactively report on customer needs and feedback to inform marketing and product teams.
• Build and maintain a healthy account book as the assigned Success Manager.

Month 6

• Develop your personal approach to customer engagement and optimize Customer Success processes.
• Collaborate effectively with cross-functional internal teams.
• Manage a steady book of customers, building rapport and implementing Success plans.
• Contribute to team goals and metrics, including operational, NPS, revenue, activation, and performance metrics.

Our Culture & Approach to Work

At 1Password, we value collaboration, transparent communication, feedback receptiveness, and core values: simplicity, honesty, and putting people first. We challenge the status quo, embrace experimentation, and operate at a fast pace, seeking individuals who thrive on challenging problems, seek growth through feedback, and are driven to make an impact. We are committed to leveraging cutting-edge technology, including AI, and encourage team members to learn AI best practices and drive innovative solutions. Our hiring process also welcomes responsible AI tool usage.

We embrace remote-first work, especially since our founding in 2005, but some roles may require occasional travel for offsites, meetings, or customer events across Canada, USA, and/or EMEA. All go-to-market roles include in-person onboarding in Toronto.

What We Offer

We reward hard work with comprehensive benefits:

Health and Wellbeing

• Maternity and parental leave top-up programs
• Competitive health benefits
• Generous PTO policy

Growth and Future

• RSU program for most employees
• Retirement matching program
• Free 1Password account

Community

• Paid volunteer days
• Peer-to-peer recognition through Bonusly
• Remote-first work environment

1Password is an equal opportunity employer committed to an inclusive, diverse, and equitable workplace. Accommodation is available upon request during the recruitment process. Remote work means working from your home country. Successful applicants undergo background checks, and 1Password uses AI/ML in initial application screening, with an opt-out option available.

Key skills/competency

• Customer Success
• SaaS Experience
• Account Management
• Revenue Retention
• Product Adoption
• Value Realization
• Stakeholder Engagement
• Strategic Communication
• Salesforce
• Gainsight