Job Overview
Location
Remote US
Job Type
Full-time
Category
Data Science
Date Posted
June 26, 2026
Full Job Description
đź“‹ Description
- • Manage a portfolio of SMB customers (101–500 employees) to drive product adoption, customer satisfaction, and revenue retention for 1Password’s Extended Access Management solution.
- • Develop and execute customized Success Plans aligned with customer objectives, security priorities, and operational needs to ensure measurable value realization.
- • Build and maintain trusted relationships with IT leaders, security champions, and key decision-makers across SMB accounts through consistent, proactive engagement.
- • Lead executive business reviews, success check-ins, and lifecycle engagements to reinforce product value and strengthen customer partnerships.
- • Increase product activation and feature adoption by translating technical capabilities into clear business outcomes relevant to each customer’s context.
- • Own gross and net revenue retention metrics across your portfolio, ensuring timely renewals and minimizing churn through structured risk mitigation and proactive planning.
- • Identify and pursue upsell and expansion opportunities in close collaboration with Account Executives, leveraging customer insights to guide growth strategy.
- • Maintain rigorous CRM hygiene in Salesforce and Gainsight, ensuring accurate forecasting, health scoring, renewal tracking, and customer record updates.
- • Follow defined outreach cadences and engagement workflows to ensure consistent, scalable customer interactions across a growing portfolio.
- • Surface customer feedback, feature requests, and risk indicators to internal teams including Product, Sales, Onboarding, CX, and Marketing to drive product and process improvements.
- • Act as the primary internal advocate for customers, ensuring their voice informs product development, support workflows, and customer experience initiatives.
- • Leverage AI tools daily to enhance research, summarize customer insights, automate routine tasks, and improve workflow efficiency in GTM operations.
- • Demonstrate foundational understanding of cybersecurity principles, particularly Identity & Access Management and password security best practices, to provide prescriptive guidance to customers.
- • Operate with discipline in a fast-paced, remote-first environment, adapting to changing priorities while maintaining high standards for accuracy, communication, and execution.
- • Participate in quarterly department meetings and occasional customer events, with initial onboarding requiring in-person attendance in Toronto.
- • Achieve consistent performance against KPIs including NPS, activation rates, retention, and forecasting accuracy by month 6.
- • Onboard into 1Password’s product suite and Customer Success methodology within the first month, gaining proficiency in Salesforce, Gainsight, and renewal processes.
- • Independently manage smaller customer touchpoints by end of Month 1, progress to full portfolio ownership by Month 3, and deliver measurable impact on retention and growth by Month 6.
🎯 Requirements
- • 3+ years of Customer Success experience in SaaS, preferably within cybersecurity or enterprise technology
- • Demonstrated success meeting or exceeding retention, adoption, and engagement KPIs
- • Experience managing SMB accounts and supporting renewal processes
- • Proficiency in Salesforce and Gainsight (or equivalent CRM and customer success platforms)
- • Foundational understanding of cybersecurity principles, particularly Identity & Access Management and password security best practices
- • Ability to leverage AI tools to enhance research, summarize insights, and improve workflow efficiency
🏖️ Benefits
- • Health, dental, and competitive health benefits
- • Generous paid time off (PTO) policy
- • RSU equity grant for employees
- • Retirement matching program (401k)
- • Free 1Password account
- • Paid volunteer days and peer-to-peer recognition through Bonusly
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About AgileBits Inc.
AgileBits Inc. develops 1Password, a cross-platform password manager that securely stores credentials, secrets, and documents for individuals, families, and enterprises. The Toronto-based company provides browser extensions, desktop and mobile apps, and a command-line tool to generate, fill, and audit passwords while enforcing zero-knowledge encryption. Features include shared vaults, SSH key management, sign-in with SSO, advanced reporting, and developer integrations. The product supports Windows, macOS, Linux, iOS, Android, and ChromeOS, and offers hosted or self-hosted deployment. AgileBits serves millions of users and thousands of organizations worldwide, emphasizing privacy, compliance, and ease of use.
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