Senior Customer Success Manager, Enterprise

Job Description

Here is the job article:

Senior Customer Success Manager (Enterprise)

We all have important information we need to manage, and protecting it should be easy. Over 150,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty, and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.

The Senior Customer Success Manager understands larger/enterprise-level Teams and Business customers’ structures and needs, and guides them through established best practices throughout their 1Password lifecycle while working closely with Onboarding and Account Management. This individual acts as the customer champion and advocate, helping increase awareness of customer needs and priorities. As a Senior Customer Success Manager, the individual influences not only their own customers and processes but processes across the entire Customer Success organization.

This is a remote opportunity within the UK.

What we’re looking for:

• Book of Business Management:
  • A proven track record with ideally 5+ years experience managing a book of business in a SaaS or tech environment servicing customers through strategic calls and engagements.
  • Maintaining account-specific insights and data, to inform forecasting with the highest possible accuracy.
  • Reviewing account-specific and overall book health in relation to business reviews and customer engagements.
  • Balancing individual customer’s success with company needs and opportunities.
  • A knack for learning things on your own and quickly adapting to new environments.
  • You are no stranger to providing robust, product-based solutions for clients, ensuring timely resolutions.
  • 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 enjoy translating technical terms for customers who find technology confusing or intimidating.
  • Experience conducting Business Reviews—you have experience and are comfortable working closely with executive leaders and can navigate the nuances of working with different stakeholders to identify and drive value realization.
  • Familiarity with creating and executing on success plans to drive activation and engagement of customers.
  • Working collaboratively with internal, cross-functional teams to ensure customer success.
  • Strong communication skills using virtual collaboration tools. Presenting and speaking to new people each day excites you. Your style is concise yet empathetic, with a balance of teaching and listening/learning.
  • Fluency in German or French highly preferred.

What you can expect:

• Get to know the product, our culture, the Customer Success processes, and the people you’ll be working with.
• Learn our CRM and other key GTM tools, 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 larger or high potential customer through at least one level of the defined Customer Success process.
• Guide customers through their Customer Success journey with 1Password, using your relationship with our Onboarding and Account management teams to educate, provide feedback, and discover opportunities to grow.
• Proactively report on customers’ needs and valuable feedback so marketing and product teams can accurately reflect messaging and prioritize the right projects to improve the product.
• Build and maintain a healthy database of customers for whom you are the Trusted Advisor.
• Develop your best personal approach and rhythm, analyze our Customer Success processes to maximize your customer engagement, and begin collaborating with cross-functional peers to influence and iterate on best practices across internal teams.
• Maintain 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.

We believe in the power of remote work, but we also recognize that some in-person connection with team members and customers is important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. This may include but is not limited to bi-annual department-wide offsites, quarterly department meetings, and periodic customer events. These events will typically be held in varying locations across Canada and the USA. In leadership roles, you can expect to travel once per month on average.

What we offer:

We believe in working hard and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:

Health and Wellbeing:

• 👶 Maternity and parental leave top-up programs
• 👟 Wellness spending account
• 🏝 Generous PTO policy
• 💖 Company-wide wellness days off scheduled throughout the year
• 🧠 Wellness Coach membership
• 🩺 Comprehensive health coverage

Growth and Future:

• 📈 Employee stock option program for all full-time employees
• 💸 Retirement matching program
• 💡 Training budget, 1Password University access, and learning sessions
• 🔑 Free 1Password account (and friends and family discount!)

Flexibility and Community:

• 🤝 Paid volunteer days
• 🌎 Employee-led DEIB programs and ERGs and ECGs
• 🏠 Fully remote environment
• 🏆 Peer-to-peer recognition through Bonusly

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 based on gender identity and expression, race, ethnicity, disability, sexual orientation, color, 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 accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com, 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 have 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 an automated employment decision tool as a part of the recruitment process. See the latest bias audit information. A reasonable accommodation, reasonable alternative selection process, appeal, or to exercise your right to opt-out of AADM may be requested by emailing nextbit@agilebits.com with the subject “AI accommodation request”. For additional information, see our Candidate Privacy Notice.

Job Type

This is a full-time position.

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