1password

Sr Customer Success Manager - ENT & Commercial (French)

Job Description

Our Customer Success team works proactively and prescriptively to help customers get the most value from their investment in security and privacy by establishing long term relationships and acting as trusted advisors to our customers.

The Customer Success Manager guides customers through established best practices by demonstrating an understanding of their structure and needs while guiding them throughout their 1Password lifecycle working closely with Onboarding and Account Executives This individual acts as the customer champion and advocate, helping increase awareness of customer needs and priorities. Customer retention is a key focus for this team member, supporting our customers in seeing the value of their investment with 1Password, and driving towards their adoption goals through proactive and reactive customer engagement.

This is a remote opportunity within the UK.


What we're looking for:
  • Communication (& Language): You have excellent written and spoken communication skills in both English and French, with the ability to engage and develop relationships, sharing information effectively across all professional levels.
  • A proven track record with a minimum 4+ years experience managing a book of business in a SaaS or Tech Customer Success role servicing customers through strategic calls and engagement.
  • Effective communication skills over email, the phone, or even a 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.
  • Demonstrated experience in supporting individuals and businesses in effectively utilizing software to enhance productivity and efficiency. You’re passionate about discovering what a team needs in their workplace, and you ask Insightful open-ended questions that help you learn more about them. You enjoy translating technical terms for customers who find technology confusing or intimidating.
  • Experienced in collaborating with C-Level executives and skilled in navigating diverse stakeholder needs 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.
  • Follows defined outreach and follow-up communication processes managing data and activity of customers in tandem with the Onboarding and the Account Executive teams; and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately.
  • You have experience managing revenue retention as your key metric - supporting your customers to drive tool adoption and prevent risk within your book of business. You are comfortable with identifying opportunities for growth.
  • Optional: You have personal experience with 1Password or another password manager. While not required, it’ll help you quickly have confidence in this role.

    • What you can expect:
  • Month 1
  • Get to know the product, our culture, the Customer Success processes, and the people you'll be working with.
  • Learn Salesforce, what and how we track, and the benefits of keeping customer information within it updated.
  • 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
  • Have developed your best personal approach and rhythm, analyzed the Customer Success processes to maximize your customer engagement, and begun collaborating with cross-functional peers in internal teams.
  • Have a steady book of customers with whom you’ve learned needs, built rapport, and put Success plans in place influencing the broader Customer Success metrics and processes.
  • Contributes to the success of the Customer Success team in an ongoing capacity through team goals and metrics (including operational, NPS, revenue, and performance metrics).

    • Please note that this job description is subject to modifications and is not an exhaustive list of responsibilities.


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