Customer Success Manager, SMB - Remote

Overview

The Customer Success Manager at 1Password will guide teams and business customers through best practices, ensuring they get maximum value from their investment in security and privacy. This role focuses on building long-term relationships and acting as a trusted advisor to customers.

In Short

• Manage a large book of business in a Customer Success role.
• Strong communication skills via email, phone, and video calls.
• Help customers use software to improve productivity.
• Guide customers through their lifecycle with proactive engagement.
• Support customers during the annual renewal process.
• Identify cross-sell/upsell opportunities for Account Executives.
• Contribute to team goals and metrics.
• Experience with CRM tools like Gainsight is a plus.
• Optional experience with 1Password or cybersecurity.

Requirements

• Minimum 2 years in a Customer Success role in a SaaS environment.
• Ability to engage with customers and understand their needs.
• Proficiency in managing customer data and activity.
• Experience in conducting webinars and customized sessions.
• Strong analytical skills to report on customer feedback.
• Empathetic communication style.
• Ability to pivot conversations effectively.
• Passion for helping businesses use technology effectively.

Benefits

• Work remotely within the UK.
• Be part of a culture that values simplicity and honesty.
• Opportunity to contribute to customer satisfaction and retention.
• Collaborate with cross-functional teams.
• Engage in advocacy initiatives with enthusiastic customers.