Senior Customer Success Manager, Enterprise

Senior Customer Success Manager

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 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.

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

A knack for learning things on your own and quickly adapting to new environments

Experiencing conducting Business Reviews, you have experience and are comfortable in working closely with executive leaders, and can navigate the nuances of working with different stakeholders to identify and drive value realization.

What you can expect :

Get to know the product, our culture, the Customer Success processes, and the people you'll be working with.

Can 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.

Have developed your best personal approach and rhythm, analyzed our Customer Success processes to maximize your customer engagement, and begun collaborating with cross-functional peers to influence and iterate on best practices across internal teams.

USA-based roles only : The annual base salary for this role is between $90,000 USD and $122,000 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 $85,000 CAD and $115,000 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.

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, 1Password is not for everyone. 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.

We are committed to leveraging cutting-edge technologyincluding AIto 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 at 1Passwordit's an essential part of how we will be successful at 1Password.

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

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