Senior Customer Success Manager, Commercial

📋 Description

• • Join 1Password, a rapidly growing cybersecurity leader, as a Senior Customer Success Manager for our Commercial segment, and play a pivotal role in shaping the digital safety and productivity of millions. With a proven track record of exceeding $400M in ARR and recognition on the Forbes Cloud 100 for four consecutive years, 1Password is at the forefront of innovation, pioneering Extended Access Management and partnering with industry giants. We are dedicated to building a secure and productive digital future by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. Our human-centric approach to product strategy and user experience has earned us the trust of over 180,000 businesses, from Fortune 100 companies to leading AI innovators.
• • As a Senior Customer Success Manager, you will be instrumental in guiding our Mid Market and Business customers through their entire 1Password lifecycle. Your primary objective will be to foster long-term relationships, acting as a trusted advisor and customer champion. You will proactively and prescriptively help customers maximize the value of their investment in security and privacy, ensuring they achieve their adoption goals and realize the full potential of 1Password.
• • This role involves close collaboration with our Onboarding and Account Management teams, ensuring a seamless customer journey. You will be the voice of the customer internally, advocating for their needs and priorities to influence product development and service enhancements. Customer retention is a critical focus, and you will be responsible for demonstrating the ongoing value of 1Password, driving adoption, and ensuring high levels of customer satisfaction.
• • Your day-to-day responsibilities will include conducting strategic calls and engagements with your book of business, utilizing strong communication skills across email, phone, and video conferencing. You will present solutions, educate customers, and actively listen to understand their unique challenges and objectives. Your ability to ask insightful, open-ended questions will be key to uncovering their needs and tailoring your approach.
• • You will guide customers through their lifecycle via email, webinars, and customized sessions, making prescriptive recommendations to help them achieve their desired outcomes and maintain high adoption rates. This involves meticulously managing customer data and activities within Salesforce, ensuring all interactions and findings are accurately synthesized and logged, including feature requests, customer details, and general feedback.
• • A significant aspect of your role will be supporting customers through the annual renewal process. You will engage with customers early, proactively addressing any concerns and ensuring a smooth, satisfactory renewal that reinforces their commitment to 1Password.
• • Revenue retention will be a key metric for your success. You will focus on driving tool adoption, mitigating risk within your portfolio, and identifying opportunities for growth. You will also collaborate closely with sales counterparts to support them in driving expansion opportunities forward.
• • This is a remote opportunity, open to candidates located in the United States and Canada. You will be empowered to work from your home country, leveraging 1Password's deep expertise in building a successful remote culture since its founding in 2005.
• • You will be expected to become technically savvy, quickly learning new products and effectively translating complex technical concepts into easily understandable terms for customers who may find technology intimidating. Experience working with C-level executives and navigating diverse stakeholder landscapes to drive value realization is essential.
• • Beyond direct customer engagement, you will contribute to the broader Customer Success team's success by participating in team goals and metrics, including operational efficiency, Net Promoter Score (NPS), revenue targets, and overall performance. You will also have the opportunity to engage enthusiastic customers in advocacy initiatives, such as case studies and product discussions, and hand off cross-sell/upsell opportunities to Account Managers.
• • Embrace our commitment to leveraging cutting-edge technology, including AI, to enhance customer success and drive innovation. We encourage team members to actively learn AI best practices and identify opportunities to apply AI in meaningful ways within their daily work.
• • This role offers a structured onboarding process, with clear milestones for the first month, three months, and six months, designed to equip you with the knowledge, skills, and relationships needed to excel. You will gain a deep understanding of the product, our culture, Customer Success processes, and the tools we use, such as Salesforce. By the end of your first month, you'll be guiding small customers; by month three, you'll be consulting with medium to large customers; and by month six, you'll have established your personal rhythm, influenced processes, and contributed significantly to team objectives.
• • You will be part of a culture that prioritizes collaboration, transparent communication, and receptiveness to feedback. We challenge the status quo, experiment, and iterate to find the best solutions. While demanding and fast-paced, this environment is ideal for those driven to solve hard problems, seek feedback for growth, and make a tangible impact. We are looking for adaptable, curious individuals who thrive in ambiguity and deliver results.
• • Occasional travel may be required for department offsites, meetings, and customer events, typically held in varying locations across North America and EMEA. For Go-to-Market roles, in-person onboarding in Toronto is required.