Senior Customer Success Manager, Commercial

\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eAbout 1Password\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cem\u003eAt 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. \u003c/em\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cem\u003eIf 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.\u003c/em\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cem\u003eOur Customer Success team works proactively and prescriptively to help customers get the\u003cbr /\u003emost value from their investment in security and privacy by establishing long term\u003cbr /\u003erelationships and acting as trusted advisors to our customers.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cbr /\u003eThe Customer Success Manager guides customers through established best practices by\u003cbr /\u003edemonstrating an understanding of their structure and needs while guiding them throughout\u003cbreak /\u003etheir 1Password lifecycle working closely with Onboarding and Account Executives This\u003cbr /\u003eindividual acts as the customer champion and advocate, helping increase awareness of\u003cbr /\u003ecustomer needs and priorities. Customer retention is a key focus for this team member,\u003cbr /\u003esupporting our customers in seeing the value of their investment with 1Password, and driving\u003cbr /\u003etowards their adoption goals through proactive and reactive customer engagement.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eWhat we're looking for:\u003c/strong\u003e\u003c/p\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eA proven track record with a minimum 2+ years experience managing a book of business\u003cbr /\u003ein a SaaS or Tech Customer Success role servicing customers through strategic calls\u003cbr /\u003eand engagement.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eEffective communication skills over email, the phone, or even a video call. Presenting\u003cbr /\u003eand speaking to new people each day excites you. Your style is concise yet empathetic –\u003cbr /\u003ewith a balance of teaching and listening/learning yourself as well as knowing when to\u003epivot in a conversation.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eDemonstrated experience in supporting individuals and businesses in effectively\u003cbr /\u003eutilizing software to enhance productivity and efficiency. You’re passionate about\u003cbr /\u003ediscovering what a team needs in their workplace, and you ask Insightful open-ended\u003cbr /\u003equestions that help you learn more about them. You enjoy translating technical terms for\u003cbr /\u003ecustomers who find technology confusing or intimidating.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eExperienced in collaborating with C-Level executives and skilled in navigating diverse\u003estakeholder needs to identify and drive value realization.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eGuiding customers through their lifecycle through email, webinars, and customized\u003esessions; making prescriptive recommendations and helping customers achieve their\u003edesired outcomes and ensure high adoption rates across their book of business.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eFollows defined outreach and follow-up communication processes managing data and\u003cbr /\u003eactivity of customers in tandem with the Onboarding and the Account Executive teams;\u003cbr /\u003eand synthesizing and logging findings from customer discussions such as feature\u003crequests, customer details, and general feedback/metrics accurately.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eYou have experience managing revenue retention as your key metric - supporting your\u003ecustomers to drive tool adoption and prevent risk within your book of business. You are\u003cbr /\u003ecomfortable with identifying opportunities for growth.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eOptional: You have personal experience with 1Password or another password manager.\u003cbr /\u003eWhile not required, it’ll help you quickly have confidence in this role.\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cbr /\u003e\u003cstrong\u003eWhat you can expect:\u003c/strong\u003e\u003c/p\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eMonth 1:\u003c/p\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eGet to know the product, our culture, the Customer Success processes, and\u003cbr /\u003ethe people you'll be working with.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eLearn Salesforce and Gainsight, what and how we track, and the benefits of\u003cbr /\u003ekeeping customer information within it updated.\u003c/span\u003e\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eBy the end of the first month, you’ll be able to guide a small sized customer\u003cbr /\u003ethrough an intro discussion in our Customer Success process.\u003c/span\u003e\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eMonth 3:\u003c/span\u003e\u003c/p\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eCan guide medium to large customers through achieving their desired goals\u003cbr /\u003eusing your product expertise and provide defined Customer Success\u003cbr /\u003econsultations to increase their 1Password product usage, resulting in\u003cbr /\u003edelivering optimal value for the customer.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eProactively report on customers’ needs and valuable feedback so the\u003emarketing and product teams can accurately reflect messaging and prioritize\u003cbr /\u003ethe right projects to improve the product.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eBuild and maintain a healthy account book of customers for whom you are the\u003eSuccess Manager.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eMonth 6:\u003c/p\u003e\u003cul style=\"min-height:1.5em\"\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eHave developed your best personal approach and rhythm, analyzed the\u003eCustomer Success processes to maximize your customer engagement, and\u003ebegun collaborating with cross-functional peers in internal teams.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eHave a steady book of customers with whom you’ve learned needs, built\u003craport, and put Success plans in place influencing the broader Customer\u003eSuccess metrics and processes.\u003c/p\u003e\u003c/li\u003e\u003cli\u003e\u003cp style=\"min-height:1.5em\"\u003eContributes to the success of the Customer Success team in an ongoing\u003ecapacity through team goals and metrics (including operational, NPS, revenue,\u003eand performance metrics).\u003c/p\u003e\u003c/li\u003e\u003c/ul\u003e\u003c/li\u003e\u003c/ul\u003e\u003cp style=\"min-height:1.5em\"\u003ePlease note that this job description is subject to modifications and is not an exhaustive list of\u003eresponsibilities.\u003cbr /\u003eUSA-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.\u003cbr /\u003e\u003cbr /\u003eCanada-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.\u003cbr /\u003e\u003cbr /\u003eAt 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.\u003cbr /\u003e\u003cbr /\u003eOur culture \u003c/strong\u003e\u003cbr /\u003eAt 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. \u003cbr /\u003e\u003cbr /\u003eYou’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, \u003cem\u003e1Password is not for everyone\u003cem/em\u003e. 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. \u003cbr /\u003e\u003cbr /\u003eWe 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.\u003cbr /\u003e\u003cbr /\u003eOur approach to work \u003eWe recognize the power of both in person collaboration and remote work. Some roles are designated as remote-first, with an expectation that individuals work from their homes majority of the time, while others are designated as in-office roles, with an expectation of being on-site on a regular basis. We recognize that certain roles benefit from regular, in-person connection to support collaboration, team cohesion, and customer engagement.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eWhat we offer\u003c/strong\u003e\u003c/p\u003e\u003pWe 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: \u003cbr /\u003e\u003cbr /\u003eHealth and wellbeing\u003e\u003cbr /\u003e👶 Maternity and parental leave top-up programs\u003cbr /\u003e🏝 Generous PTO policy \u003cbr /\u003e💖 Four company-wide wellness days \u003e\u003cbr /\u003e\u003cem\u003e Growth and future \u003c/em\u003e\u003cbr /\u003e📈 Company equity for all full-time employees\u003cbr /\u003e💸 Retirement matching program\u003cbr /\u003e🔑 Free 1Password account\u003cbr /\u003e\u003cbr /\u003e\u003cem\u003eCommunity \u003c/em\u003e\u003cbr /\u003e🤝 Paid volunteer days \u003cbr /\u003e🌎 Employee-led inclusion and belonging programs and ERGs\u003cbr /\u003e🏆 Peer-to-peer recognition through Bonusly\u003cbr /\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eYou belong here.\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cem\u003e1Password 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.\u003c/em\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cem\u003eAccommodation 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 nextbit@agilebits.com and we’ll work to meet your needs.\u003c/em\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cem\u003eRemote 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.\u003c/em\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cem\u003eSuccessful 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.\u003c/em\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cem\u003e1Password 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 \u003ca target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https://www.ashbyhq.com/downloadables/ashby-bias-audit-08-2024.pdf\"\u003e\u003cem\u003e\u003cu\u003ehere\u003c/u\u003e\u003c/em\u003e\u003c/a\u003e\u003cem\u003e 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 \u003c/em\u003e\u003ca target=\"_blank\" rel=\"noopener noreferrer nofollow\" href=\"https://jobs.ashbyhq.com/1password/automation-notice\"\u003e\u003cem\u003e\u003cu\u003ethis form\u003c/u\u003e\u003c/em\u003e\u003c/a\u003e\u003cem\u003e. For additional information see our \u003em\u003eCandidate Privacy Notice\u003c/em\u003e\u003c/a\u003e\u003cem\u003e.\u003c/em\u003e\u003c/p\u003e