1Password is seeking a Senior Customer Success Manager, Commercial to guide customers through established best practices by demonstrating an understanding of their structure and needs throughout their 1Password lifecycle. This individual acts as the customer champion and advocate, focusing on customer retention and driving adoption goals through proactive and reactive engagement.
What You'll Do
- Guide customers through their lifecycle via email, webinars, and customized sessions; making prescriptive recommendations to help customers achieve desired outcomes.
- Follow defined outreach and follow-up communication processes, managing customer data and activity in tandem with Onboarding and Account Executive teams.
- Synthesize and log findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately.
- Proactively report on customers’ needs and valuable feedback to marketing and product teams.
- Build and maintain a healthy account book of customers.
- Collaborate with cross-functional peers in internal teams.
- Contribute to team goals and metrics (operational, NPS, revenue, performance).
- Manage revenue retention as a key metric, supporting customers to drive tool adoption and prevent risk.
- Identify opportunities for growth within the book of business.
What We're Looking For
- Minimum 2+ years experience managing a book of business in a SaaS or Tech Customer Success role.
- Experience servicing customers through strategic calls and engagement.
- Effective communication skills over email, phone, or video calls.
- Demonstrated experience supporting individuals and businesses in effectively utilizing software to enhance productivity.
- Experience collaborating with C-Level executives and navigating diverse stakeholder needs to drive value realization.
- Comfortable identifying opportunities for growth.
Nice to Have
- Personal experience with 1Password or another password manager.
Technical Stack
- Salesforce
- Gainsight
Team & Environment
Works closely with Onboarding and Account Executive teams.
Benefits & Compensation
- Between $77,000 USD and $104,000 USD for USA-based roles; Between $71,000 CAD and $97,000 CAD for Canada-based roles
- Equity grant
- Health, dental, and other benefits program (immediate participation)
- Generous paid time off
- Participation in incentive programs
- Maternity and parental leave top-up programs
- Four company-wide wellness days
- Retirement matching program
- Free 1Password account
- Paid volunteer days
- Employee-led inclusion and belonging programs and ERGs
- Peer-to-peer recognition through Bonusly
Work Mode
This is a remote position open to candidates located in Canada or the USA.
1Password is proud to be an equal opportunity employer. They are committed to fostering an inclusive, diverse and equitable workplace 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.
