1password - Customer Success Manager

• 3+ years of Customer Success experience in SaaS, preferably within cybersecurity or enterprise technology. • Demonstrated success meeting or exceeding retention, adoption, and engagement KPIs. • Experience managing SMB accounts and supporting renewal processes. • Demonstrated ability to identify upsell opportunities and collaborate with Sales on expansion strategy • Account lifecycle management, stakeholder engagement, and structured success planning with strong attention to renewal timelines and adoption metrics. • Ability to build trusted relationships with technical and operational stakeholders. • Strong written and verbal communication skills across email, executive updates, and collaboration platforms (e.g., Slack, Zoom), with the ability to simplify technical concepts for diverse audiences. • Operational rigor in CRM hygiene, forecasting inputs, and health tracking; proficiency in Salesforce, Gainsight (or equivalent), and modern productivity tools. • Foundational understanding of cybersecurity principles, particularly Identity & Access Management and password security best practices. • Ability to leverage AI tools to enhance research, summarize customer insights, and improve workflow efficiency. • Collaborative, coachable, and adaptable in a fast-paced, remote environment. • What you can expect: • Manage Your Book of Business • Manage a portfolio of SMB customers (typically 101–500 employees). • Develop and execute Success Plans aligned to customer objectives and security goals. • Maintain a clear understanding of customer structure, use cases, and renewal timelines. • Build strong relationships with IT leaders, security champions, and key decision-makers. • Drive Adoption & Value Realization • Lead executive business reviews, success check-ins, and lifecycle engagements. • Increase product activation, feature adoption, and engagement across assigned accounts by focusing on business outcomes. • Provide prescriptive guidance aligned to password security and Identity & Access Management best practices. • Translate product capabilities into relevant business value for customer stakeholders. • Support Revenue Retention & Growth • Own gross and net revenue retention across your portfolio. • Identify expansion opportunities and partner with Account Executives to progress upsell motions. • Proactively monitor account health and mitigate customer risks through structured engagement and proactive planning. • Operate with Discipline • Maintain accurate customer records, forecasting inputs, and success tracking within Salesforce and Gainsight. • Follow defined outreach cadences and engagement workflows. • Surface customer feedback, feature requests, and risk indicators to internal teams. • Collaborate Cross-Functionally • Partner with Sales, Solutions, Onboarding, CX, and Marketing to ensure cohesive customer engagement. • Act as the voice of the customer internally to support product and process improvements. • Contribute to team metrics including NPS, activation, retention, and operational performance. • MONTH 1: ONBOARDING & FOUNDATION • Develop fluency in 1Password’s product suite and Customer Success methodology. • Gain proficiency in Salesforce, Gainsight, and renewal tracking processes. • Shadow customer check-ins and onboarding engagements. • By the end of Month 1, you will independently manage smaller customer touchpoints and demonstrate understanding of key renewal drivers. • MONTH 3: PORTFOLIO OWNERSHIP • Independently manage a portfolio of Commercial accounts. • Lead customer check-ins and drive measurable improvements in product adoption. • Identify renewal risks and collaborate on mitigation plans. • Surface early expansion signals in partnership with Sales. • By Month 3, you are confidently managing your book of business with predictable engagement rhythms. • MONTH 6: PERFORMANCE & IMPACT • Consistently achieve gross retention and adoption targets. • Demonstrate strong forecasting accuracy and renewal management. • Build durable customer relationships that support long-term growth. • Contribute insights that improve team processes and customer experience. • By Month 6, you are operating independently, managing renewals with confidence, and contributing meaningfully to team retention and growth outcomes. • USA-based roles only: The annual base salary for this role is between $88,000 USD and $123,000 USD, and is commission-eligible. This role is also immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs. • At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set. • 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 https://blog.1password.com/inside-the-culture-powering-1passwords-next-chapter/. 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.