[Remote] Senior Customer Success Manager, Commercial at 1Password

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, Technology, SaaSIndustries

Requirements

Proven track record with a minimum 4+ 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 video call; concise yet empathetic style with a balance of teaching, listening/learning, and pivoting in conversations
Demonstrated experience supporting individuals and businesses in effectively utilizing software to enhance productivity and efficiency; passionate about discovering team needs through insightful open-ended questions and translating technical terms
Experienced in collaborating with C-Level executives and skilled in navigating diverse stakeholder needs to identify and drive value realization
Experience guiding customers through their lifecycle via email, webinars, and customized sessions; making prescriptive recommendations to achieve desired outcomes and ensure high adoption rates
Follows defined outreach and follow-up communication processes; manages data and activity of customers in tandem with Onboarding and Account Executive teams; synthesizes and logs findings from discussions (e.g., feature requests, customer details, feedback/metrics) accurately
Experience managing revenue retention as key metric; supports customers to drive tool adoption, prevent risk, and identify growth opportunities
Located in PST

Responsibilities

Guides customers through established best practices by demonstrating understanding of their structure and needs throughout their 1Password lifecycle
Works closely with Onboarding and Account Executives
Acts as customer champion and advocate, increasing awareness of customer needs and priorities
Focuses on customer retention by supporting customers in seeing value of their 1Password investment
Drives adoption goals through proactive and reactive customer engagement

Skills

Key technologies and capabilities for this role

Customer SuccessSaaSAccount ManagementCustomer RetentionOnboardingStrategic EngagementCustomer Advocacy

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote opportunity within Canada and the US, specifically operating in PST.

What experience is required for this role?

A proven track record with a minimum 4+ years experience managing a book of business in a SaaS or Tech Customer Success role is required.

What skills are needed for the Senior Customer Success Manager role?

Effective communication skills over email, phone, or video calls, demonstrated experience supporting software utilization for productivity, and experience collaborating with C-Level executives are key skills needed.

What is the company culture like at 1Password?

1Password features a fast-paced, dynamic environment with a team of curious, driven individuals, taking a human-centric approach in product strategy and user experience.

What makes a strong candidate for this position?

Strong candidates have 4+ years in SaaS Customer Success managing a book of business, excellent communication skills that are concise yet empathetic, passion for helping teams with software productivity, and experience with C-Level executives.

1Password

Password management and secure access solution

About 1Password

1Password provides a password management and secure access solution that helps businesses manage and protect their sensitive information. The platform allows employees to securely access applications and share important data like logins and documents while keeping other information private. It operates on a subscription model, offering various plans to meet the needs of different organizations. 1Password integrates with existing identity and access management systems such as Azure AD and Okta, enabling automatic employee provisioning and enhancing security without disrupting workflow. The goal of 1Password is to help businesses improve their cybersecurity measures while ensuring ease of use and maintaining productivity.

Toronto, CanadaHeadquarters

2005Year Founded

$894.9MTotal Funding

SERIES_CCompany Stage

Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

👶 Maternity and parental leave top up programs

👟 Wellness spending account

🏝 Generous PTO policy

💖 Company-wide wellness days off scheduled throughout the year

🧠 Complimentary Headspace membership

🩺 Comprehensive health coverage

📈 Employee stock option program for all full time employees

💸 Retirement matching program

💡 Training budget, 1Password University access, and learning sessions

🔑 Free 1Password account (and friends and family discount!)

🤝 Paid volunteer days

🌎 Employee-led DEI&B programs and ERGs

🏠 Fully remote environment

🏆 Peer-to-peer recognition through Bonusly

Risks

Emerging competitors offer similar features at lower prices, threatening market share.

Potential IPO delays could impact financial strategy and growth plans.

Integration challenges with Trelica may lead to operational inefficiencies.

Differentiation

1Password offers AES 256-bit encryption for secure password management.

The platform integrates seamlessly with IAM systems like Azure AD and Okta.

1Password provides customizable search and organization features for user convenience.

Upsides

Growing demand for passwordless authentication boosts 1Password's innovation opportunities.

Partnerships with Microsoft and Google expand 1Password's market reach.

Remote work trends increase the need for secure access management tools.

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