Customer Success Manager SMB

The Customer Success Manager will guide SMB customers through established best practices by understanding their structure and needs, assisting them throughout their 1Password lifecycle in collaboration with Onboarding and Account Management. This role involves acting as the customer champion, increasing awareness of customer needs and priorities, and focusing on customer retention by demonstrating the value of their investment and driving adoption goals through proactive and reactive engagement. Responsibilities include proactively guiding customers through their lifecycle via email, webinars, and customized sessions, making prescriptive recommendations, and ensuring high adoption rates. The role also involves following defined outreach and follow-up communication processes, managing customer data and activity, synthesizing and logging findings from customer discussions, and supporting customers through the annual renewal process. Additionally, the Customer Success Manager will hand off cross-sell/upsell opportunities to Account Managers, engage enthusiastic customers in advocacy initiatives, and contribute to the Customer Success team's goals and metrics.