Customer Success Manager SMB - Remote

Overview

The Customer Success Manager guides Teams and Business customers through established best practices by demonstrating an understanding of their structure and needs while guiding them throughout their 1Password lifecycle.

In Short

• Minimum 2 years experience in Customer Success role in a SaaS or Tech environment.
• Strong communication skills over email, phone, or video calls.
• Experience in guiding customers through their lifecycle via email, webinars, and customized sessions.
• Support customers in the annual renewal process with a focus on satisfaction and retention.
• Hands off cross-sell/upsell opportunities to Account managers.
• Contributes to team goals and metrics.
• Experience with a CRM like Gainsight is a plus.
• Optional: Personal experience with 1Password or another password manager.
• Proactive customer engagement for adoption goals.
• Ability to translate technical terms for customers.

Requirements

• 2+ years in Customer Success in a SaaS/Tech environment.
• Excellent communication skills.
• Experience with customer engagement strategies.
• Data management and activity tracking skills.
• Ability to synthesize customer feedback.
• Experience in renewal processes.
• Knowledge of CRM systems.
• Ability to work collaboratively with cross-functional teams.
• Passion for helping customers use software effectively.
• Adaptability to fast-paced environments.

Benefits

• Health and dental benefits.
• Generous PTO policy.
• RSU program for most employees.
• Retirement matching program.
• Free 1Password account.
• Paid volunteer days.
• Remote-first work environment.
• Equity grant participation.
• Immediate participation in benefits program.
• Support for professional growth.