Operations & Program Manager, Customer Success
1Password
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $122,000 - $166,000 per year
Job Level
Mid-LevelSenior
About the role
- Drive and Scale Customer Success Programs
- Build and refine frameworks that support consistent, high-quality customer discovery and executive-level engagements
- Design, optimize, and maintain AI-supported handoff workflows across Sales, Implementation, and Customer Success
- Lead improvements in forecasting accuracy by developing processes, dashboards, and operational guidance
- Partner with the Renewals organization to evolve renewal workflows, streamline processes, and support a consistent renewal experience for customers
- Translate planning outputs into operational processes and documentation
- Serve as the operational and technical owner for key Customer Success systems
- Evaluate system usage, operational performance, and customer lifecycle data to guide continuous improvements
Requirements
- 6+ years of experience in Customer Success operations, revenue operations, customer onboarding, or an adjacent field
- Strong understanding of the customer lifecycle, including adoption, risk management, expansion, and renewal motions
- Proven ability to optimize operational processes, create scalable frameworks, and identify gaps or inefficiencies within CS or broader GTM environments
- Experience collaborating with cross-functional partners (Customer Success, Account Management, Sales, Support, Product, Operations) to ensure alignment across the customer journey
- Demonstrated success managing CS-related initiatives such as EBR program creation, handoff improvement, renewals workflows, or forecasting operations
- Proficiency with data analysis and metrics tracking to surface trends, assess performance, and inform decision-making
- Excellent communication and collaboration skills, able to work effectively across technical and non-technical teams
- Comfortable operating in fast-changing environments with evolving priorities
- Experience with enablement (playbooks, documentation, training materials) is a strong plus.
Benefits
- Health insurance
- Dental insurance
- 401k
- Paid time off
- Equity grant
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysismetrics trackingoperational processescustomer onboardingforecasting operationsrenewal workflowsscalable frameworkscustomer lifecycleAI-supported workflowscustomer success systems
Soft skills
communication skillscollaboration skillsleadershipproblem-solvingadaptabilitycross-functional collaborationorganizational skillsinitiative managementcustomer engagementprocess optimization