[Remote] Customer Operations Manager at 1Password

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Minimum 3 years of hands-on experience with Gainsight and Salesforce administration
Certification with Gainsight NXT is an asset
Previous experience in a SaaS customer success environment is essential
Familiarity with tools such as Zendesk, Salesforce CPQ, Qualtrics and Gong is considered an asset
High level of proficiency with Excel and data analysis
Strong organizational skills; able to prioritize tasks and manage competing deadlines in an agile framework
Ability to thrive in a fast-paced, high-growth environment
Post-secondary degree or diploma in a business-related field

Responsibilities

Become the subject matter expert on our Gainsight implementation to support Customer Success and the broader GTM organization
Manage and optimize the customer operations tech stack, focusing on Gainsight and Salesforce
Drive the execution of the Customer Success operations roadmap, evolving playbooks, customer health scoring, adoption programs, and C360/Voice of Customer initiatives
Leverage Gainsight and Salesforce to introduce automation and orchestrations that improve efficiency across Customer Success, Support, and Account Management
Partner with CS, AM, and Support teams to deliver new capabilities, functionality, and supporting processes that improve the customer journey
Work cross-functionally with Marketing, Sales, and Product to ensure a seamless and unified customer experience
Manage and improve data integrations between Gainsight, Salesforce, and other business systems
Implement solutions to address scaling challenges in a hyper-growth environment
Create and maintain reporting on key Customer Success KPIs (e.g., health scores, adoption, churn risk, renewals, and support efficiency)
Build a comprehensive and connected view of our customers across multiple data points (health, revenue, usage, renewals) to enable proactive engagement

Skills

1Password

Password management and secure access solution

About 1Password

1Password provides a password management and secure access solution that helps businesses manage and protect their sensitive information. The platform allows employees to securely access applications and share important data like logins and documents while keeping other information private. It operates on a subscription model, offering various plans to meet the needs of different organizations. 1Password integrates with existing identity and access management systems such as Azure AD and Okta, enabling automatic employee provisioning and enhancing security without disrupting workflow. The goal of 1Password is to help businesses improve their cybersecurity measures while ensuring ease of use and maintaining productivity.

Toronto, CanadaHeadquarters

2005Year Founded

$894.9MTotal Funding

SERIES_CCompany Stage

Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

👶 Maternity and parental leave top up programs

👟 Wellness spending account

🏝 Generous PTO policy

💖 Company-wide wellness days off scheduled throughout the year

🧠 Complimentary Headspace membership

🩺 Comprehensive health coverage

📈 Employee stock option program for all full time employees

💸 Retirement matching program

💡 Training budget, 1Password University access, and learning sessions

🔑 Free 1Password account (and friends and family discount!)

🤝 Paid volunteer days

🌎 Employee-led DEI&B programs and ERGs

🏠 Fully remote environment

🏆 Peer-to-peer recognition through Bonusly

Risks

Emerging competitors offer similar features at lower prices, threatening market share.

Potential IPO delays could impact financial strategy and growth plans.

Integration challenges with Trelica may lead to operational inefficiencies.

Differentiation

1Password offers AES 256-bit encryption for secure password management.

The platform integrates seamlessly with IAM systems like Azure AD and Okta.

1Password provides customizable search and organization features for user convenience.

Upsides

Growing demand for passwordless authentication boosts 1Password's innovation opportunities.

Partnerships with Microsoft and Google expand 1Password's market reach.

Remote work trends increase the need for secure access management tools.

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