Senior Customer Success Manager, Commercial

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.

Customer Success Team

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 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 Executives. 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.

This is a remote opportunity within Canada and the US.

What we're looking for

• A proven track record with a minimum 2+ years experience managing a book of business in a SaaS or Tech Customer Success role servicing customers through strategic calls and engagement.
• Effective communication skills over email, the phone, or even a 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.
• Demonstrated experience in supporting individuals and businesses in effectively utilizing software to enhance productivity and efficiency. You’re passionate about discovering what a team needs in their workplace, and you ask insightful, open-ended questions that help you learn more about them. You enjoy translating technical terms for customers who find technology confusing or intimidating.
• Experienced in collaborating with C-Level executives and skilled in navigating diverse stakeholder needs to identify and drive value realization.
• Guiding customers through their lifecycle through email, webinars, and customized sessions; making prescriptive recommendations and helping customers achieve their desired outcomes and ensure high adoption rates across their book of business.
• Follows defined outreach and follow-up communication processes, managing data and activity of customers in tandem with the Onboarding and the Account Executive teams; and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately.
• You have experience managing revenue retention as your key metric - supporting your customers to drive tool adoption and prevent risk within your book of business. You are comfortable with identifying opportunities for growth.
• Optional: You have personal experience with 1Password or another password manager. While not required, it’ll help you quickly have confidence in this role.

What you can expect

Month 1

• Get to know the product, our culture, the Customer Success processes, and the