Customer Success Manager SMB
Customer Success Manager SMB
Posted on :
17-03-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
17-03-2025
Job Description
About 1Password:
We all have important information we need to manage and protecting it should be easy. Over 150000 businesses and millions of people log in to 1Password to unlock smart simple access to everything they care about. Our vision is to create a safer simpler digital future for everyone and our culture values simplicity honesty and a humancentric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.
Our Customer Success team works proactively and prescriptively to help customers get themost value from their investment in security and privacy by establishing long term relationshipsand acting as trusted advisors to our customers.
The Customer Success Manager guidesTeams and Business customers through established best practices by demonstrating an understanding of their structure and needs while guiding them throughout their 1Passwordlifecycle working closely with Onboarding and Account management. This individual acts as thecustomer champion and advocate helping increase awareness of customer needs andpriorities. Customer retention is a key focus for this team member supporting our customers inseeing the value of their investment with 1Password and driving towards their adoption goalsthrough proactive and reactive customer engagement
This is a remote opportunity within Canada and the US.
What were 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 callsand engagement
- Strong communication skills over email the phone or even a video call. Presenting andspeaking 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 topivot in a conversation.
- Experience with and passion for helping people or businesses use software to be moreproductive and efficient. Youre passionate about discovering what a team needs in theirworkplace and you ask strong openended questions that help you learn more aboutthem. 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 customersachieve their desired outcomes and ensure high adoption rates across a book ofbusiness.
- Follows defined outreach and followup communication processes managing data andactivity of customers in tandem with the Onboarding and Account management teams;and synthesizing and logging findings from customer discussions such as featurerequests customer details and general feedback/metrics accurately.
- Supports customers within their book of business through the annual renewal processfollowing 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 crosssell/upsell opportunities to Account managers and engages enthusiastic customers in advocacy initiatives such as customer panels case studies and productdiscussions.
- Contributes to the success of the Customer Success team in an ongoing capacitythrough team goals and metrics (including operational NPS revenue and performancemetrics).
- Previous experience with a CRM like Gainsight is a plus!
- Optional: You have personal experience with 1Password or another password manager.While not required itll 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 peopleyoull be working with.
- Learn Salesforce what and how we track and the benefits of keeping customerinformation within it updated.
- By the end of the first month youll be able to guide an SMB sized customer through anintro discussion in our Customer Success process.
- Month 3:
- Can guide a small customer through multiple levels of the defined Customer Successprocess using your product expertise to educate provide feedback and discoveropportunities to upsell or expand while driving value for the customer.
- Proactively report on customers needs and valuable feedback so the marketing andproduct teams can accurately reflect messaging and prioritize the right projects toimprove the product.
- Build and maintain a healthy account book of customers
- Month 6
- Have developed your best personal approach and rhythm analyzed the CustomerSuccess processes to maximize your customer engagement and begun collaboratingwith crossfunctional peers in internal teams
USAbased roles only: The annual base salary for this role is between $68000 USD and $92000 USD and is commissioneligible. The role is also eligible for immediate participation in 1Passwords benefits program (health dental 401k and many others) utilization of our generous paid time off an equity grant and where applicable participation in our incentive programs.
Canadabased roles only: The annual base salary for this role is between $62000 CAD and $84000 CAD and is commissioneligible. The role is also eligible for immediate participation in 1Passwords generous benefits program (health dental RRSP and many others) utilization of our generous paid time off an equity grant and where applicable participation in our incentive programs.
At 1Password we approach each individuals compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.
We believe in the power of remote work but we also recognize that some inperson connection with team members and customers is important to help us achieve our mission. While we are a remotefirst company occasional travel for inperson engagement will be a part of this role. This may include but is not limited to biannual departmentwide offsites quarterly department meetings and periodic customer events. These events will typically be held in varying locations across EMEA Canada and/or the USA. In leadership roles you can expect to travel once per month on average.
What we offer:
We believe in working hard and resting hard. Were always looking for new ways to support our team members but heres a glance at what we currently offer:
Health and wellbeing
> Maternity and parental leave topup programs
> Wellness spending allowance
> Generous PTO policy
> Companywide wellness days off scheduled throughout the year
> Wellness Coach membership
> Comprehensive health coverage
Growth and future
> Company equity for all fulltime employees
> Retirement matching program
> Training budget 1Password University access and learning sessions
> Free 1Password account (and friends and family discount!
Flexibility and community
> Paid volunteer days
> Employeeled DEIB programs and ERGs and ECGs
> Fully remote environment
> Peertopeer recognition through Bonusly
You belong here.
1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive diverse and equitable workplace that is built on trust support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression race ethnicity disability sexual orientation colour religion creed gender national origin age marital status pregnancy sex citizenship education languages spoken or veteran status. Be yourself find your people and share the things you love.
Accommodation is available upon request at any point during our recruitment process. If you require an accommodation please speak to your talent acquisition partner or email us at and well work to meet your needs.
Remote work is a part of our DNA. Given that our company was founded remotely in 2005 we can safely say were experts at building remote culture. That said remote work at 1Password does mean working from your home country. If youve got questions or concerns about this your talent partner would be happy to address them with you.
Successful applicants will be required to complete a background check that may consist of prior employment verification reference checks education confirmation criminal background publicly available social media credit history or other information as permitted by local law.
1Password uses an automated employment decision tool as a part of the recruitment process. See the latest bias auditinformation. A reasonable accommodation reasonable alternative selection processappeal or to exercise your right to optout of AADM may berequested by emailingwith subject AI accommodation request. For additional information see ourCandidate Privacy Notice.
Required Experience:
Manager
Employment Type
Remote
Company Industry
Key Skills
- Bidding
- Business Solutions
- ABAP
- Business Operations
- Business Sales
- Corporate Marketing
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