1password - Senior Customer Success Manager, Commercial
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Requirements
• A proven track record with a minimum 4+ years experience managing a book of business in a SaaS or Tech Customer Success role servicing customers through strategic calls and engagement. • Effective communication skills over email, the phone, or even a 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. • Demonstrated experience in supporting individuals and businesses in effectively utilizing software to enhance productivity and efficiency. You’re passionate about discovering what a team needs in their workplace, and you ask Insightful open-ended questions that help you learn more about them. You enjoy translating technical terms for customers who find technology confusing or intimidating. • Experienced in collaborating with C-Level executives and skilled in navigating diverse stakeholder needs to identify and drive value realization. • Guiding customers through their lifecycle through email, webinars, and customized sessions; making prescriptive recommendations and helping customers achieve their desired outcomes and ensure high activation rates across their book of business. • Follows defined outreach and follow-up communication processes managing data and activity of customers in tandem with the Onboarding and the Account Executive teams; and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately. • You have experience managing revenue retention - supporting your customers to drive tool adoption and prevent risk within your book of business. You are also experienced in proactively identifying opportunities for growth, partnering with Sales counterparts for expansions. • Optional: You have personal experience with 1Password or another password manager. While not required, it’ll help you quickly have confidence in this role. • What you can expect: • Get to know the product, our culture, the Customer Success processes, and the people you'll be working with. • Learn Salesforce and Gainsight, 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 a mid-sized customer through an intro discussion in our Customer Success process. • Can guide medium to large customers through achieving their desired goals using your product expertise and provide defined Customer Success consultations to increase their 1Password product usage, resulting in delivering optimal 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 for whom you are the Success Manager. • Have developed your best personal approach and rhythm, analysed the Customer Success processes to maximize your customer engagement, and begun collaborating with cross-functional peers in internal teams. • Have a steady book of customers with whom you’ve learned needs, built rapport, and put Success plans in place influencing the broader Customer Success metrics and processes. • Contributes to the success of the Customer Success team in an ongoing capacity through team goals and metrics (including operational, NPS, revenue, activation and performance metrics).
Responsibilities
• This posting is for an existing vacancy. • At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. • You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results. • How we work with AI • We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged—it's an essential part of how we will be successful at 1Password. • This approach extends to our hiring process—candidates are welcome to use AI tools responsibly and thoughtfully during the application process. • Our approach to work • We recognize the power of both in person collaboration and remote work. Some roles are designated as remote-first, with an expectation that individuals work from their homes majority of the time, while others are designated as in-office roles, with an expectation of being on-site on a regular basis. We recognize that certain roles benefit from regular, in-person connection to support collaboration, team cohesion, and customer engagement. • For all roles, occasional travel may be required. This includes things like: department-wide offsites, quarterly department meetings and periodic customer events. These events are typically held in varying locations across Canada, USA and/or EMEA. In leadership roles, you can expect to travel once per month on average. • Note: All go-to market roles will have an in-person onboarding in Toronto.
Benefits
• We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer: • Health and wellbeing • 👶 Maternity and parental leave top-up programs • 🏝 Generous PTO policy • Growth and future • 📈 RSU program for most employees • 💸 Retirement matching program • 🔑 Free 1Password account • 🤝 Paid volunteer days • 🏆 Peer-to-peer recognition through Bonusly • 🌎 Remote-first work environment • Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting. • You belong here.
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