Customer Success Manager, SMB (French)

Position Overview

• Location Type: Remote (UK)
• Job Type: Full Time
• Salary: Not Specified

1Password is 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 are seeking a Customer Success Manager to join our Customer Success team. This role involves working 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. The Customer Success Manager will guide Teams and Business customers through established best practices, demonstrating an understanding of their structure and needs while guiding them throughout their 1Password lifecycle. This individual will act 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.

Requirements

• Minimum 2 years of experience managing a large book of business in a Customer Success role within a SaaS or Tech environment, servicing customers at scale through strategic calls and engagement.
• Fluent in French, both verbally and in writing.
• Strong communication skills over email, phone, or video call.
• Excitement for presenting and speaking to new people daily.
• Concise yet empathetic communication style, balancing teaching with listening and learning, and knowing when to pivot in a conversation.
• Experience with and passion for helping people or businesses use software to be more productive and efficient.
• Passion for discovering team workplace needs and asking strong open-ended questions.
• Ability to translate technical terms for customers who find technology confusing or intimidating.

Responsibilities

• Proactively guide customers through their lifecycle via email, webinars, and customized sessions.
• Make prescriptive recommendations and help customers achieve their desired outcomes and ensure high adoption rates across a book of business.
• Follow defined outreach and follow-up communication processes, managing customer data and activity in tandem with Onboarding and Account Management teams.
• Synthesize and log findings from customer discussions, such as feature requests, customer details, and general feedback/metrics, accurately.
• Support customers within their book of business through the annual renewal process, engaging with customers early and supporting timely renewals with customer satisfaction and retention in mind.
• Hand off cross-sell/upsell opportunities to Account Executives.
• Engage enthusiastic customers in advocacy initiatives such as customer panels, case studies, and product discussions.
• Contribute to the success of the Customer Success team.

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.