Customer Success Manager, SMB

1Password

Customer Success Manager managing a portfolio of SMB customers for cybersecurity firm. Driving product adoption, customer satisfaction, and revenue retention in a cloud-based environment.

Posted 6/25/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $88,000 - $123,000 per yearWebsite

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount lifecycle managementStakeholder engagementRetention KPIsAdoption KPIsEngagement KPIsUpsell opportunitiesOperational rigorCybersecurity principlesIdentity & Access Management

Soft Skills

Relationship buildingWritten communicationVerbal communicationSimplifying technical conceptsCollaborationCoachableAdaptabilityAttention to detailProactive supportGuidance provision