Customer Success Manager, SMB
1Password
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
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About the role
- Guide Teams and Business customers through established best practices.
- Act as the customer champion and advocate.
- Help increase awareness of customer needs and priorities.
- Support customers in seeing the value of their investment with 1Password.
- Drive towards adoption goals through proactive and reactive customer engagement.
Requirements
- Minimum 2 years experience managing a large book of business in a Customer Success role in a SaaS or Tech environment servicing customers at scale through strategic calls and engagement.
- Strong communication skills over email, the phone, or video call.
- Experience with, and passion for, helping people or businesses use software to be more productive and efficient.
- Experience proactively guiding customers through their lifecycle via email, webinars, and customized sessions.
- Follows defined outreach and follow-up communication processes managing data and activity of customers.
- Supports customers within their book of business through the annual renewal process.
- Hands off cross-sell/upsell opportunities to Account Executives and engages enthusiastic customers in advocacy initiatives.
- Contributes to the success of the Customer Success team in an ongoing capacity through team goals and metrics.
Benefits
- Maternity and parental leave top-up programs
- Competitive health benefits
- Generous PTO policy
- RSU program for most employees
- Retirement matching program
- Free 1Password account
- Paid volunteer days
- Peer-to-peer recognition through Bonusly
- Remote-first work environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessSaaSCustomer engagementLifecycle managementData managementCross-sellUpsellRenewal processStrategic callsWebinars
Soft skills
CommunicationAdvocacyCustomer championProactive engagementTeam collaborationCustomer awarenessProblem-solvingEmpathyOrganizational skillsGoal-oriented