Customer Success Manager

1Password

8d•$88,000 - $123,000•Remote

About The Position

As a Customer Success Manager, you manage a portfolio of SMB customers, driving product adoption, customer satisfaction, and revenue retention. You guide customers through their 1Password lifecycle, ensuring they realize measurable value from Extended Access Management while aligning solutions to their operational and security priorities. You act as a trusted partner to customer stakeholders, proactively supporting activation, mitigating risk, and identifying growth opportunities in partnership with Account Executives. Across GTM, we’re transforming the way we work with AI. We expect every seller, CSM, and team member to become a power user, using it daily to work smarter and move faster. AI is already embedded in how we operate – from real-time coaching that sharpens how we sell and interact with customers, to surfacing insights that help us anticipate needs – creating more time for meaningful customer engagement. If you’re excited to reshape how you think, make decisions, and drive growth with AI, you’ll feel right at home here. This is a remote opportunity within the US.

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
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.

Responsibilities

Manage a portfolio of SMB customers (typically 101–500 employees).
Develop and execute Success Plans aligned to customer objectives and security goals.
Maintain a clear understanding of customer structure, use cases, and renewal timelines.
Build strong relationships with IT leaders, security champions, and key decision-makers.
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.
Own gross and net revenue retention across your portfolio.
Identify expansion opportunities and partner with Account Executives to progress upsell motions.
Proactively monitor account health and mitigate customer risks through structured engagement and proactive planning.
Maintain accurate customer records, forecasting inputs, and success tracking within Salesforce and Gainsight.
Follow defined outreach cadences and engagement workflows.
Surface customer feedback, feature requests, and risk indicators to internal teams.
Partner with Sales, Solutions, Onboarding, CX, and Marketing to ensure cohesive customer engagement.
Act as the voice of the customer internally to support product and process improvements.
Contribute to team metrics including NPS, activation, retention, and operational performance.