Customer Success Manager

About The CompanyAt 1Password, we are dedicated to building a secure and productive digital future for individuals and businesses alike. Our mission centers around enabling employees to work efficiently without compromising security, ensuring that every digital identity is authentic, each application sign-in is protected, and all devices are trusted. We pioneered the enterprise password management market with our industry-leading product and introduced Extended Access Management, a new category in cybersecurity tailored for modern work environments involving AI and remote collaboration. As a highly regarded brand in cybersecurity, we emphasize a human-centric approach, focusing on seamless user experiences and robust security measures. Trusted by over 175,000 businesses and millions of users worldwide, we provide secure, simple, and reliable access to critical information, fostering a safer digital landscape.If you are passionate about contributing to digital safety, enjoy working with a curious and driven team, and thrive in a fast-paced environment, 1Password offers a compelling opportunity. Join us to help shape the future of cybersecurity and make a tangible impact on users' digital lives.About The RoleThe Customer Success Manager at 1Password plays a pivotal role in guiding Teams and Business customers through best practices tailored to their unique structures and needs. This individual will work closely with onboarding and account management teams, acting as a customer advocate and champion. The primary focus is on customer retention by demonstrating value, increasing product adoption, and fostering long-term relationships. The role involves proactive engagement through strategic communication, including emails, webinars, and personalized sessions, to ensure customers achieve their desired outcomes. The Customer Success Manager will identify opportunities for upselling and expansion, support renewal processes, and facilitate customer advocacy initiatives such as case studies and product feedback collection. This remote position is available within Canada and the US, offering flexibility and the chance to work within a dynamic, innovative environment.QualificationsMinimum of 2 years experience managing a large book of business in a Customer Success role within a SaaS or technology environmentStrong communication skills across email, phone, and video callsAbility to present effectively and engage with diverse audiences dailyPassion for helping individuals or businesses utilize software to enhance productivity and efficiencyExperience guiding customers through their lifecycle via various channels, including webinars and personalized sessionsProficiency in managing customer data and activities within CRM systems; experience with Gainsight is a plusAbility to translate technical language into understandable terms for non-technical customersExperience with renewal processes and customer retention strategiesOptional: Personal familiarity with 1Password or other password management toolsResponsibilitiesGuide customers through onboarding, adoption, and ongoing engagement, ensuring they realize maximum value from 1Password productsDevelop and maintain a strong understanding of customer needs, providing tailored recommendations and solutionsProactively identify and address customer concerns, opportunities for upselling, and potential risks to retentionManage and update customer information and activity in CRM systems, ensuring accurate record-keepingSupport customers during the renewal cycle, engaging early and facilitating timely renewals with high satisfactionCollaborate with account management teams to identify cross-sell and upsell opportunitiesParticipate in customer advocacy initiatives, including panels, case studies, and product feedback sessionsContribute to team success by tracking performance metrics, sharing insights, and supporting continuous improvement effortsReport customer insights and feedback to product and marketing teams to influence product development and messagingBenefitsCompetitive salary and commission structureComprehensive health, dental, and vision benefitsGenerous paid time off and holiday policiesRetirement savings options, including RRSP matching for Canadian employees and 401(k) for US employeesEquity grants for eligible employeesPaid volunteer days and peer recognition programsAccess to a remote-first work environment with flexible schedulesOpportunities for professional development and career growthFree access to 1Password for personal useEqual Opportunity1Password is committed to fostering an inclusive, diverse, and equitable workplace. We welcome applicants of all backgrounds and do not discriminate based on gender identity, race, ethnicity, disability, sexual orientation, religion, age, marital status, veteran status, or any other protected characteristic. We believe that diverse teams drive innovation and excellence. We are proud to be an equal opportunity employer and strive to create a supportive environment where everyone can thrive.