1Password is looking for a Customer Operations Manager (Gainsight Administrator) to join our Revenue Operations team. In this role, you will support our Global Customer Success and Customer Support teams by managing our core platforms, driving the operations roadmap, and enabling proactive customer engagement in a hyper-growth SaaS environment.

What You'll Do

Become the subject matter expert on our Gainsight implementation to support Customer Success and the broader GTM organization.
Manage and optimize the customer operations tech stack, focusing on Gainsight and Salesforce.
Drive the execution of the Customer Success operations roadmap, evolving playbooks, customer health scoring, adoption programs, and C360/Voice of Customer initiatives.
Leverage Gainsight and Salesforce to introduce automation and orchestrations that improve efficiency across Customer Success, Support, and Account Management.
Partner with CS, AM, and Support teams to deliver new capabilities, functionality, and supporting processes that improve the customer journey.
Work cross-functionally with Marketing, Sales, and Product to ensure a seamless and unified customer experience.
Manage and improve data integrations between Gainsight, Salesforce, and other business systems.
Implement solutions to address scaling challenges in a hyper-growth environment.
Create and maintain reporting on key Customer Success KPIs (e.g., health scores, adoption, churn risk, renewals, and support efficiency).
Build a comprehensive and connected view of our customers across multiple data points (health, revenue, usage, renewals) to enable proactive engagement.

What We're Looking For

Minimum 3 years of hands-on experience with Gainsight and Salesforce administration.
Previous experience in a SaaS customer success environment is essential.
High level of proficiency with Excel and data analysis.
Strong organizational skills; able to prioritize tasks and manage competing deadlines in an agile framework.
Ability to thrive in a fast-paced, high-growth environment.
Post-secondary degree or diploma in a business-related field.

Nice to Have

Certification with Gainsight NXT is an asset.
Familiarity with tools such as Zendesk, Salesforce CPQ, Qualtrics and Gong is considered an asset.

Technical Stack

Gainsight
Salesforce
Excel
Zendesk
Salesforce CPQ
Qualtrics
Gong

Team & Environment

You will be part of the Revenue Operations team and report to the Director of Revenue Operations.

Benefits & Compensation

Compensation: USA: $92,000 USD - $124,000 USD; Canada: $87,000 CAD - $117,000 CAD + equity grant
Health, dental, 401k/RRSP and many other benefits
Competitive health benefits
Generous paid time off
RSU program for most employees
Retirement matching program
Participation in incentive programs
Maternity and parental leave top-up programs
Free 1Password account
Paid volunteer days
Peer-to-peer recognition through Bonusly

Work Mode

This role is remote-first and open to candidates located in Canada and the United States of America.

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.