Customer Success Manager, SMB (German)

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.

Our Customer Success team works 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 to our customers.

The Customer Success Manager guides 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 acts 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.

Employment Type: FullTime

Location: Remote opportunity in the UK.

What we're looking for:

• Minimum 2 years experience managing a large book of business in a Customer Success role in a SaaS or Tech environment servicing customers at scale through strategic calls and engagement.
• Fluent in German both verbally and written.
• Strong communication skills over email, the phone, or video call. Presenting and speaking to new people each day excites you. Your style is concise yet empathetic – with a balance of teaching and listening/learning yourself as well as knowing when to pivot in a conversation.
• Experience with, and passion for, helping people or businesses use software to be more productive and efficient. You’re passionate about discovering what a team needs in their workplace, and you ask strong open-ended questions that help you learn more about them. You enjoy translating technical terms for customers who find technology confusing or intimidating.
• Experience proactively guiding customers through their lifecycle via email, webinars, and customized sessions; making prescriptive recommendations and helping customers achieve their desired outcomes and ensure high adoption rates across a book of business.
• Follows 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 such as feature requests, customer details, and general feedback/metrics accurately.
• Supports customers within their book of business through the annual renewal process, following defined process to engage with our customers early, and support in closing out renewals on a timely basis with customer satisfaction and retention in mind.
• Hands off cross-sell/upsell opportunities to Account Executives and engages enthusiastic customers in advocacy initiatives such as customer panels, case studies and product discussions.
• Contributes to the success of the Customer Success team in an ongoing capacity through team goals and metrics (including operational, NPS, revenue).