Customer Success Manager, SMB
Employment Information
Job Description
Customer Success Manager guiding SMB customers through 1Password lifecycle and adoption. Driving retention, renewals, and collaboration with Onboarding and Account teams.
Responsibilities:
- Guide Teams and Business customers through established best practices and 1Password lifecycle
- Act as customer champion and advocate, increasing awareness of customer needs and priorities
- Support customer retention and adoption goals through proactive/reactive engagement
- Work closely with Onboarding and Account management teams
- Manage outreach, follow-up, and customer data logging
- Support customers through annual renewal process and engage in renewals
- Hand off cross-sell/upsell opportunities to Account managers
- Engage customers in advocacy initiatives (panels, case studies)
- Contribute to Customer Success team goals and metrics
Requirements:
- Minimum 2 years experience managing a large book of business in a Customer Success role in a SaaS or Tech environment
- Strong communication skills over email, phone, and video
- Presenting and speaking to new people daily
- Experience helping people or businesses use software to be more productive
- Experience proactively guiding customers through lifecycle via email, webinars, and sessions
- Experience with CRM like Gainsight is a plus
- Optional: personal experience with 1Password or another password manager
- Must be legally authorized to work in the countries listed (US or Canada); no sponsorship
Benefits:
- Maternity and parental leave top-up programs
- Competitive health benefits
- Generous PTO policy
- RSU program for most employees
- Retirement matching program
- Free 1Password account
- Paid volunteer days
- Peer-to-peer recognition through Bonusly
- Remote-first work environment
- Immediate participation in benefits program (health, dental, 401k for US; health, dental, RRSP for Canada)
- Equity grant
- Participation in incentive programs
- Paid time off
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