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Senior Customer Success Manager, Commercial

hace 1 día

Boston

1Password is growing faster than ever. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing and the Utah Mammoth. About 1Password At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work. If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future. Our Customer Success team works proactively and prescriptively to help customers get the most value from their investment in security and privacy by establishing long term relationships and acting as trusted advisors to our customers. The Senior Customer Success Manager guides Mid Market Teams and Business customers through established best practices by demonstrating an understanding of their structure and needs while guiding them throughout their 1Password lifecycle working closely with Onboarding and Account Management. This individual acts as the customer champion and advocate, helping increase awareness of customer needs and priorities. Customer retention is a key focus for this team member, supporting our customers in seeing the value of their investment with 1Password, and driving towards their adoption goals through proactive and reactive customer engagement. This is a remote opportunity within Canada and the US. What we're looking for: * A proven track record with a 5 years experience in revenue generating roles and a minimum 3 years experience managing a book of business in a SaaS or Tech Customer Success role servicing customers through strategic calls and engagement. * Strong communication skills over email, the phone, and 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. * Experience with and passion for helping people or businesses use software to be more productive and efficient. You’re passionate about discovering what a team needs in their workplace, and you ask strong open-ended questions that help you learn more about them. * You're technically savvy and enjoy learning new products and translating technical terms for customers who find technology confusing or intimidating. * You have experience and are comfortable in working closely with C-Level executives, and can navigate the nuances of working with different stakeholders 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 adoption 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 Account Management teams; and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately. * Supports customers within their book of business through the annual renewal process, following defined process to engage with our customers early, and support in closing out renewals on a timely basis with customer satisfaction and retention in mind. * You have experience managing revenue retention as your key metric - supporting your customers to drive tool adoption and prevent risk within your book of business. You are comfortable with identifying opportunities for growth and supporting sales counterparts in driving opportunities forward. * 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: Month 1 * Get to know the product, our culture, the Customer Success processes, and the people you'll be working with. * Learn Salesforce, 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 small sized customer through an intro discussion in our Customer Success process. Month 3 * 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. Month 6 * Have developed your best personal approach and rhythm, analyzed 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. * Hands off cross-sell/upsell opportunities to Account managers and engages enthusiastic customers in advocacy initiatives such as___, case studies and product discussions. * Contributes to the success of the Customer Success team in an ongoing capacity through team goals and metrics (including operational, NPS, revenue, and performance metrics). USA-based roles only: The annual base salary for this role is between $75,000 USD and $105,000 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. Canada-based roles only: The annual base salary for this role is between $83,000 CAD and $116,00 CAD, and is commission-eligible. This role is also eligible for immediate participation in 1Password’s generous benefits program (health, dental, RRSP 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. Our culture 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, ___. 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. What we offer 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 🩺 Competitive health benefits 🏝 Generous PTO policy Growth and future 📈 RSU program for most employees 💸 Retirement matching program 🔑 Free 1Password account Community 🤝 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. 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. Be yourself, find your people and share the things you love. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at and we’ll work to meet your needs. Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you. Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law. 1Password uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See ___ for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing ___. For additional information see our ___.

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