1Password - Manager, Customer Success EMEA

• Customer Success Expertise: Proven background with 6+ years in the security or SaaS industry, successfully managing customers of all sizes to drive adoption, retention, and growth. • Leadership Experience: At least 3+ years of demonstrated success in building and leading high-performing teams while fostering a strong, supportive team culture. • Exceptional Prioritisation Skills: Adept at managing internal projects, resolving escalations, and balancing team, customer, and company needs. • Customer-Centric Approach: Passionate about uncovering customer needs through strong, open-ended questions. Your communication style is concise, empathetic, and strikes a balance between teaching and learning. You excel at leading productive conversations that foster trust and understanding. • Collaborative and Cross-Functional: Skilled at partnering with internal teams to align on goals and solutions, ensuring both customer and company success. • Influential Communicator: Strong communication and interpersonal skills with a proven ability to positively influence others and build lasting relationships. • Fast Learner and Problem Solver: Quick to adapt to new environments, independently learn tools and processes, and tackle challenges with a solution-focused mindset. • Tools & Process Optimisation: Experienced with Salesforce, Gainsight, and other Customer Success tools. Proven ability to implement or refine processes to improve team efficiency and outcomes. • Bonus: Familiarity with 1Password or other password managers is a plus, helping you quickly gain confidence in the role. • What you can expect: • Monitor and Optimise Team Performance: Continuously track, analyse, and report on team performance, identifying opportunities for proactive engagement and areas for improvement. Quickly address challenges to ensure targets are met or exceeded. • Lead Collaborative Team Meetings: facilitate regular team meetings, fostering alignment, collaboration, and knowledge-sharing across the team. • Coach and Develop Team Members: Provide individualised coaching and guidance through regular 1:1s and ongoing performance discussions. Support team members in achieving their monthly and quarterly targets while helping them advance toward their career goals within 1Password. • Oversee Day-to-Day Operations: Manage daily operations, including goal setting, task allocation, and performance management. Assign tasks based on team members’ strengths and skills, ensuring work is completed effectively and to a high standard. • Drive Departmental and Organisational Goals: Execute on team and department priorities in alignment with broader business objectives, ensuring your team contributes to the overall success of the customer success department. • Foster Team Growth and Talent Development: Develop, retain, and motivate a high-performing team. Actively recruit and onboard new team members, continually raising the bar for talent and capabilities. Provide structured onboarding and ongoing support to help all team members thrive. • Champion Process Improvement: Identify and implement process enhancements to improve efficiency, scalability, and the overall customer experience. Advocate for new ideas and solutions to ensure the team evolves to effectively manage a growing book of business. • Key Performance Indicators (KPIs) Customer Net Promoter Score (NPS): Measure customer satisfaction and loyalty to identify areas for improvement. • Churn Rate and Retention Metrics: Track customer retention and attrition to gauge overall satisfaction and long-term engagement. • New Annual Recurring Revenue (ARR): Assess growth through upsell and cross-sell opportunities with existing customers. • Product Adoption and Engagement: Monitor usage trends and adoption rates to ensure customers are deriving maximum value from the product. • Strategic Customer Engagements: Evaluate the number and impact of strategic initiatives and interactions with key accounts. • Successful Risk Resolution: Measure the effectiveness of proactive risk identification and mitigation to ensure customer success and retention. • 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 remote work