Senior Manager, Customer Success & Onboarding

June 9

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1Password

Productive businesses use 1Password to secure employees at scale.

501 - 1000

💰 $620M Series C on 2022-01

Description

• Manage the Customer Success & Onboarding teams for EMEA, providing direction, support, and resources they need to perform and grow. Is responsible for the development, engagement, and performance of the entire CS & Onboarding team • Continuously analyze team performance, identify opportunities for improvement, and provide regular reports to senior management • Develop and execute customer success and onboarding strategies that align with the 1Password's overall goals and objectives - ensuring they are aligned to business needs • Identifying opportunities to expand customer relationships and drive growth through upselling and cross-selling initiatives • Staying informed about trends and best practices to ensure that 1Password remains competitive in customer success • Revamp onboarding processes, enhance customer rapport-building techniques, and contribute to the evolution of customer success metrics and processes • Streamline and adjust EMEA specific development processes required to meet the needs of our clients in the region • Engage with customers and internal teams to address high-priority issues and escalations, ensuring a positive customer experience • Work cross-functionally with internal teams, attend key stakeholder meetings, and share relevant information to support overall company objectives

Requirements

• 6+ years of experience in implementation/customer success, with at least 2 years in a team leadership role • Experience leading a distributed team across multiple regions in EMEA • Demonstrated experience with customer implementations and relationship management, particularly with SCIM, AD, CLI, SSO, and SaaS • Exceptional communication and training skills across various mediums (email, phone, video) • Solution-oriented mindset with a proven track record in onboarding and customer success • Proficiency with customer success tools like Salesforce.com and Gainsight • Fluency in German is a significant plus • Strong adaptability, prioritization, and problem-solving skills • Passion for continuous learning and personal development, with a bonus if experienced with 1Password or similar platforms

Benefits

• Generous Time Off • Remote work opportunity • Growth-oriented team environment

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