Customer Operations Manager

October 16

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1Password

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Cybersecurity • SaaS • Productivity

1Password is a leading password management and cybersecurity company that offers solutions for both individual and business customers to securely store and manage passwords, secrets, and sensitive information. With features like extended access management (XAM), 1Password empowers users to manage access to every application and web account, ensuring security across all devices with alerts for possible breaches. Trusted by over 150,000 businesses, 1Password provides comprehensive security solutions that enhance productivity by enabling easy and secure sharing of credentials and managing permissions, while maintaining high visibility and control. Their services cater to enterprises and families, providing protection from bad actors in today's SaaS-centric hybrid work environment.

501 - 1000 employees

Founded 2009

🔒 Cybersecurity

☁️ SaaS

⚡ Productivity

💰 $620M Series C on 2022-01

📋 Description

• Become the subject matter expert on our Gainsight implementation to support Customer Success and the broader GTM organization. • Manage and optimize the customer operations tech stack, focusing on Gainsight and Salesforce. • Drive the execution of the Customer Success operations roadmap, evolving playbooks, customer health scoring, adoption programs, and C360/Voice of Customer initiatives. • Leverage Gainsight and Salesforce to introduce automation and orchestrations that improve efficiency across Customer Success, Support, and Account Management. • Partner with CS, AM, and Support teams to deliver new capabilities, functionality, and supporting processes that improve the customer journey. • Work cross-functionally with Marketing, Sales, and Product to ensure a seamless and unified customer experience. • Manage and improve data integrations between Gainsight, Salesforce, and other business systems. • Implement solutions to address scaling challenges in a hyper-growth environment. • Create and maintain reporting on key Customer Success KPIs (e.g., health scores, adoption, churn risk, renewals, and support efficiency). • Build a comprehensive and connected view of our customers across multiple data points (health, revenue, usage, renewals) to enable proactive engagement.

🎯 Requirements

• Minimum 3 years of hands-on experience with Gainsight and Salesforce administration. • Certification with Gainsight NXT is an asset. • Previous experience in a SaaS customer success environment is essential. • Familiarity with tools such as Zendesk, Salesforce CPQ, Qualtrics and Gong is considered an asset. • High level of proficiency with Excel and data analysis. • Strong organizational skills; able to prioritize tasks and manage competing deadlines in an agile framework. • Ability to thrive in a fast-paced, high-growth environment. • Post-secondary degree or diploma in a business-related field.

🏖️ Benefits

• immediate participation in 1Password's benefits program (health, dental, 401k and many others) • utilization of our generous paid time off • an equity grant