Customer Success Manager, SMB

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $88k - $123k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

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1Password

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

🔒 Cybersecurity

☁️ SaaS

⚡ Productivity

💰 $620M Series C on 2022-01

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.

📋 Description

• Manage a portfolio of SMB customers, driving product adoption, customer satisfaction, and revenue retention. • Guide customers through their 1Password lifecycle, ensuring they realize measurable value from Extended Access Management while aligning solutions to their operational and security priorities. • Act as a trusted partner to customer stakeholders, proactively supporting activation, mitigating risk, and identifying growth opportunities in partnership with Account Executives. • Lead executive business reviews, success check-ins, and lifecycle engagements. • Increase product activation, feature adoption, and engagement across assigned accounts by focusing on business outcomes. • Provide prescriptive guidance aligned to password security and Identity & Access Management best practices. • Translate product capabilities into relevant business value for customer stakeholders.

🎯 Requirements

• 3+ years of Customer Success experience in SaaS, preferably within cybersecurity or enterprise technology. • Demonstrated success meeting or exceeding retention, adoption, and engagement KPIs. • Experience managing SMB accounts and supporting renewal processes. • Demonstrated ability to identify upsell opportunities and collaborate with Sales on expansion strategy. • Advanced Skills & Competencies • Account lifecycle management, stakeholder engagement, and structured success planning with strong attention to renewal timelines and adoption metrics. • Ability to build trusted relationships with technical and operational stakeholders. • Strong written and verbal communication skills across email, executive updates, and collaboration platforms (e.g., Slack, Zoom), with the ability to simplify technical concepts for diverse audiences. • Operational rigor in CRM hygiene, forecasting inputs, and health tracking; proficiency in Salesforce, Gainsight (or equivalent), and modern productivity tools. • Foundational understanding of cybersecurity principles, particularly Identity & Access Management and password security best practices. • Ability to leverage AI tools to enhance research, summarize customer insights, and improve workflow efficiency. • Collaborative, coachable, and adaptable in a fast-paced, remote environment.

🏖️ Benefits

• Health benefits • Dental benefits • 401k • Generous paid time off • Equity grant