Senior Customer Success Manager, Commercial

A proven track record with a 5 years experience in revenue generating roles and a minimum 3 years experience managing a book of business in a SaaS or Tech Customer Success role servicing customers through strategic calls and engagement.

Strong communication skills over email, the phone, and video call. Presenting and speaking to new people each day excites you. Your style is concise yet empathetic – with a balance of teaching and listening/learning yourself as well as knowing when to pivot in a conversation.

Experience with and passion for helping people or businesses use software to be more productive and efficient. You’re passionate about discovering what a team needs in their workplace, and you ask strong open-ended questions that help you learn more about them.

You're technically savvy and enjoy learning new products and translating technical terms for customers who find technology confusing or intimidating.

You have experience and are comfortable in working closely with C-Level executives, and can navigate the nuances of working with different stakeholders to identify and drive value realization

Guiding customers through their lifecycle through email, webinars, and customized sessions; making prescriptive recommendations and helping customers achieve their desired outcomes and ensure high adoption rates across their book of business.

By the end of the first month, you’ll be able to guide a small sized customer through an intro discussion in our Customer Success process.

Month 3

Can guide medium to large customers through achieving their desired goals using your product expertise and provide defined Customer Success consultations to increase their 1Password product usage, resulting in delivering optimal value for the customer.

Proactively report on customers’ needs and valuable feedback so the marketing and product teams can accurately reflect messaging and prioritize the right projects to improve the product.

Build and maintain a healthy account book of customers for whom you are the Success Manager.

Month 6

We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged—it's an essential part of how we will be successful at 1Password.

This approach extends to our hiring process—candidates are welcome to use AI tools responsibly and thoughtfully during the application process.

Our approach to work

We recognize the power of both in person collaboration and remote work. Some roles are designated as remote-first, with an expectation that individuals work from their homes majority of the time, while others are designated as in-office roles, with an expectation of being on-site on a regular basis. We recognize that certain roles benefit from regular, in-person connection to support collaboration, team cohesion, and customer engagement.

For all roles, occasional travel may be required. This includes things like: department-wide offsites, quarterly department meetings and periodic customer events. These events are typically held in varying locations across Canada, USA and/or EMEA. In leadership roles, you can expect to travel once per month on average.

Note: All go-to market roles will have an in-person onboarding in Toronto.