Customer Success Manager, SMB - job 1 of 3

About 1Password:

We all have important information we need to manage, and protecting it should be easy. Over 150,000 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 human-centric 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 the most value from their investment in security and privacy by establishing long term relationships and acting as trusted advisors to our customers.

The Customer Success Manager guides teams and Business customers through established best practices by demonstrating an understanding of their structure and needs while guiding them throughout their 1Password lifecycle working closely with Onboarding and Account management. This individual acts as the customer champion and advocate, helping increase awareness of customer needs and priorities. Customer retention is a key focus for this team member, supporting our customers in seeing the value of their investment with 1Password, and driving towards their adoption goals through proactive and reactive customer engagement.

This is a remote opportunity within the UK.

• 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 calls and engagement
•  Strong communication skills over email, the phone, or video call. Presenting and 
• speaking 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 to pivot in a conversation.
•  Experience with, and passion for, helping people or businesses use software to be more productive and efficient. You’re passionate about discovering what a team needs in their workplace, and you ask strong open-ended questions that help you learn more about them. 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 customers achieve their desired outcomes and ensure high adoption rates across a book of business.
• Follows defined outreach and follow-up communication processes managing data and activity of customers in tandem with the Onboarding and Account management teams; and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately.
• Supports customers within their book of business through the annual renewal process, following 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 cross-sell/upsell opportunities to Account Executives and engages enthusiastic customers in advocacy initiatives such as customer panels, case studies and product discussions.
•  Contributes to the success of the Customer Success team in an ongoing capacity through team goals and metrics (including operational, NPS, revenue, and performance metrics).
•  Previous experience with a CRM like Gainsight is a plus!
•  Optional: You have personal experience with 1Password or cybersecurity. While not required, it’ll help you quickly have confidence in this role.

• Month 1
•  Get to know the product, our culture, the Customer Success processes, and the people you'll be working with.
•  Learn Salesforce, what and how we track, and the benefits of keeping customer 
• information within it updated.
• By the end of the first month, you’ll be able to guide an SMB sized customer through an intro discussion in our Customer Success process.
• Month 3
• Can guide a small customer through multiple levels of the defined Customer Success process, using your product expertise to educate, provide feedback, and discover opportunities to upsell or expand, while driving value for the customer.
• Proactively report on customers’ needs and valuable feedback so the marketing and product teams can accurately reflect messaging and prioritize the right projects to improve the product.
•  Build and maintain a healthy account book of customers
• Month 6
• Have developed your best personal approach and rhythm, analyzed the Customer Success processes to maximize your customer engagement, and begun collaborating with cross-functional peers in internal teams

We believe in the power of remote work, but we also recognize that some in-person connection with team members and customers is important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. This may include but is not limited to bi-annual department-wide 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. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:

Health and wellbeing

> 👶 Maternity and parental leave top-up programs

> 👟 Wellness spending allowance

> 🏝 Generous PTO policy 

> 💖 Company-wide wellness days off scheduled throughout the year 

> 🧠 Wellness Coach membership

> 🩺 Comprehensive health coverage

 Growth and future 

> 📈 Company equity for all full-time 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 

> 🌎 Employee-led DEIB programs and ERGs and ECGs

> 🏠 Fully remote environment

> 🏆 Peer-to-peer 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 nextbit@agilebits.com and we’ll 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 we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've 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 audit information. A reasonable accommodation, reasonable alternative selection process, appeal or to exercise your right to opt-out of AADM may be requested by emailing nextbit@agilebits.com with subject "AI accommodation request". For additional information see our Candidate Privacy Notice.