Senior Customer Success Manager, Commercial

• Guiding 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 Executives
• 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.

• A proven track record with a minimum 4+ years experience managing a book of business in a SaaS or Tech Customer Success role servicing customers through strategic calls and engagement
• Effective communication skills over email, the phone, or even a video call
• Demonstrated experience in supporting individuals and businesses in effectively utilizing software to enhance productivity and efficiency
• Experienced in collaborating with C-Level executives and skilled in navigating diverse stakeholder needs 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 activation 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 the Account Executive teams
• and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately
• You have experience managing revenue retention - supporting your customers to drive tool adoption and prevent risk within your book of business. You are also experienced in proactively identifying opportunities for growth, partnering with Sales counterparts for expansions
• Optional: You have personal experience with 1Password or another password manager.

You have personal experience with 1Password or another password manager.

• Maternity and parental leave top-up programs
• Competitive health benefits
• Generous PTO policy
• RSU program for most employees
• Retirement matching program
• Free 1Password account
• Paid volunteer days
• Peer-to-peer recognition through Bonusly
• Remote-first work environment.