Senior Customer Success Manager, Commercial

About 1Password

At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 165,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information. 

If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.

Our Customer Success team works proactively and prescriptively to help customers get the
most value from their investment in security and privacy by establishing long term
relationships and acting as trusted advisors to our customers.

The Customer Success Manager guides customers through established best practices by
demonstrating an understanding of their structure and needs while guiding them throughout
their 1Password lifecycle working closely with Onboarding and Account Executives This
individual acts as the customer champion and advocate, helping increase awareness of
customer needs and priorities. Customer retention is a key focus for this team member,
supporting our customers in seeing the value of their investment with 1Password, and driving
towards their adoption goals through proactive and reactive customer engagement.

This is a remote opportunity within Canada and the US.

What we're looking for:

• A proven track record with a minimum 2+ years experience managing a book of business
  in a SaaS or Tech Customer Success role servicing customers through strategic calls
  and engagement.

• Effective communication skills over email, the phone, or even a video call. Presenting
  and speaking to new people each day excites you. Your style is concise yet empathetic –
  with a balance of teaching and listening/learning yourself as well as knowing when to
  pivot in a conversation.

• Demonstrated experience in supporting individuals and businesses in effectively
  utilizing software to enhance productivity and efficiency. You’re passionate about
  discovering what a team needs in their workplace, and you ask Insightful open-ended
  questions that help you learn more about them. You enjoy translating technical terms for
  customers who find technology confusing or intimidating.

• Experienced in collaborating with C-Level executives and skilled in navigating diverse
  stakeholder needs to identify and drive value realization.

• Guiding customers through their lifecycle through email, webinars, and customized
  sessions; making prescriptive recommendations and helping customers achieve their
  desired outcomes and ensure high adoption rates across their book of business.

• Follows defined outreach and follow-up communication processes managing data and
  activity of customers in tandem with the Onboarding and the Account Executive teams;
  and synthesizing and logging findings from customer discussions such as feature
  requests, customer details, and general feedback/metrics accurately.

• You have experience managing revenue retention as your key metric - supporting your
  customers to drive tool adoption and prevent risk within your book of business. You are
  comfortable with identifying opportunities for growth.

• Optional: You have personal experience with 1Password or another password manager.
  While not required, it’ll help you quickly have confidence in this role.

What you can expect:

• Month 1:

  • Get to know the product, our culture, the Customer Success processes, and
    the people you'll be working with.

  • Learn Salesforce and Gainsight, what and how we track, and the benefits of
    keeping customer information within it updated.

  • By the end of the first month, you’ll be able to guide a small sized customer
    through an intro discussion in our Customer Success process.

• Month 3:

  • Can guide medium to large customers through achieving their desired goals
    using your product expertise and provide defined Customer Success
    consultations to increase their 1Password product usage, resulting in
    delivering optimal value for the customer.

  • Proactively report on customers’ needs and valuable feedback so the
    marketing and product teams can accurately reflect messaging and prioritize
    the right projects to improve the product.

  • Build and maintain a healthy account book of customers for whom you are the
    Success Manager.

• Month 6:

  • Have developed your best personal approach and rhythm, analyzed the
    Customer Success processes to maximize your customer engagement, and
    begun collaborating with cross-functional peers in internal teams.

  • Have a steady book of customers with whom you’ve learned needs, built
    rapport, and put Success plans in place influencing the broader Customer
    Success metrics and processes.

  • Contributes to the success of the Customer Success team in an ongoing
    capacity through team goals and metrics (including operational, NPS, revenue,
    and performance metrics).

Please note that this job description is subject to modifications and is not an exhaustive list of
responsibilities.

USA-based roles only: The annual base salary for this role is between $77,000 USD and $104,000 USD and is commission-eligible. This role is also eligible for immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Canada-based roles only: The annual base salary for this role is between $71,000 CAD and $97,000 CAD and is commission-eligible. This role is also eligible for immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

Our culture 
At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. 

You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results. 

We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged at 1Password—it's an essential part of how we will be successful at 1Password.

Our approach to remote work 
We believe in the power of remote work, but we also recognize that some in-person connection with team members and customers is important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. This may include but is not limited to bi-annual department-wide offsites, quarterly department meetings and periodic customer events. These events will typically be held in varying locations across EMEA, Canada and/or the USA. In leadership roles, you can expect to travel once per month on average.

What we offer
We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer: 

Health and wellbeing
👶 Maternity and parental leave top-up programs
🏝 Generous PTO policy 
💖 Four company-wide wellness days 

 Growth and future 
📈 Company equity for all full-time employees
💸 Retirement matching program
🔑 Free 1Password account

Community 
🤝 Paid volunteer days 
🌎 Employee-led inclusion and belonging programs and ERGs
🏆 Peer-to-peer recognition through Bonusly

You belong here.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at [email protected] and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.

1Password uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See here for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this form. For additional information see our Candidate Privacy Notice.