Responsibilities

The Customer Success Manager will guide Teams and Business 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 management. This individual will act as the customer champion and advocate, helping increase awareness of customer needs and priorities. Customer retention will be a key focus, supporting customers in seeing the value of their investment with 1Password and driving towards their adoption goals through proactive and reactive customer engagement. The role involves supporting customers within their book of business through the annual renewal process, following defined processes to engage with customers early and support in closing out renewals on a timely basis with customer satisfaction and retention in mind. The Customer Success Manager will also follow defined outreach and follow-up communication processes, managing data and activity of customers in tandem with the Onboarding and Account management teams, and synthesizing and logging findings from customer discussions. Additionally, they will support customers with cross-sell/upsell opportunities, engaging enthusiastic customers in advocacy initiatives such as customer panels, case studies, and product discussions.