1password

Manager, Customer Success EMEA

Job Description

Our Customer Success team is dedicated to helping customers unlock the full value of their investment in security and privacy by building trusted, long-term relationships. Acting as strategic advisors, we proactively guide customers to achieve their goals while driving adoption, retention, and growth with 1Password. 
 
The EMEA Customer Success team focuses on supporting organisations to ensure they continue to see measurable value and ROI in their partnership with 1Password. 
 
As a Team Manager of Customer Success for the growing EMEA region, you’ll play a pivotal role in coaching and developing your team to achieve individual and collective goals tied to growth, revenue retention, and customer satisfaction. You’ll collaborate with your direct reports to refine processes, elevate performance, and support their professional development within 1Password. 
 
Success in this role requires adaptability, strong communication skills, and a passion for building and scaling high-performing teams in a dynamic, fast-paced environment. If you thrive on empowering others and driving meaningful customer outcomes,

This is a remote opportunity within the UK.


What we're looking for:
  • Customer Success Expertise: Proven background with 6+ years in the security or SaaS industry, successfully managing customers of all sizes to drive adoption, retention, and growth. 
  • Leadership Experience: At least 3+ years of demonstrated success in building and leading high-performing teams while fostering a strong, supportive team culture. 
  • Exceptional Prioritisation Skills: Adept at managing internal projects, resolving escalations, and balancing team, customer, and company needs. 
  • Customer-Centric Approach: Passionate about uncovering customer needs through strong, open-ended questions. Your communication style is concise, empathetic, and strikes a balance between teaching and learning. You excel at leading productive conversations that foster trust and understanding. 
  • Collaborative and Cross-Functional: Skilled at partnering with internal teams to align on goals and solutions, ensuring both customer and company success. 
  •  Influential Communicator: Strong communication and interpersonal skills with a proven ability to positively influence others and build lasting relationships. 
  • Fast Learner and Problem Solver: Quick to adapt to new environments, 
  • independently learn tools and processes, and tackle challenges with a solution-focused mindset. 
  • Tools & Process Optimisation: Experienced with Salesforce, Gainsight, and other Customer Success tools. Proven ability to implement or refine processes to improve team efficiency and outcomes. 
  • Bonus: Familiarity with 1Password or other password managers is a plus, helping you quickly gain confidence in the role.

    • What you can expect:
  • Monitor and Optimise Team Performance: Continuously track, analyse, and report on team performance, identifying opportunities for proactive engagement and areas for improvement. Quickly address challenges to ensure targets are met or exceeded. 
  • Coach and Develop Team Members: Provide individualised coaching and guidance through regular 1:1s and ongoing performance discussions. Support team members in achieving their monthly and quarterly targets while helping them advance toward their career goals within 1Password. 
  • Oversee Day-to-Day Operations: Manage daily operations, including goal setting, task allocation, and performance management. Assign tasks based on team members’ strengths and skills, ensuring work is completed effectively and to a high standard. 
  • Drive Departmental and Organisational Goals: Execute on team and department priorities in alignment with broader business objectives, ensuring your team contributes to the overall success of the customer success department. 
  • Foster Team Growth and Talent Development: Develop, retain, and motivate a high-performing team. Actively recruit and onboard new team members, continually raising the bar for talent and capabilities. Provide structured onboarding and ongoing support to help all team members thrive. 
  • Champion Process Improvement: Identify and implement process enhancements to improve efficiency, scalability, and the overall customer experience. Advocate for new ideas and solutions to ensure the team evolves to effectively manage a growing book of business. 
  • Key Performance Indicators (KPIs) Customer Net Promoter Score (NPS): Measure customer satisfaction and loyalty to identify areas for improvement. 
  • Churn Rate and Retention Metrics: Track customer retention and attrition to gauge overall satisfaction and long-term engagement. 
  • New Annual Recurring Revenue (ARR): Assess growth through upsell and cross-sell opportunities with existing customers. 
  • Product Adoption and Engagement: Monitor usage trends and adoption rates to ensure customers are deriving maximum value from the product. 
  • Strategic Customer Engagements: Evaluate the number and impact of strategic initiatives and interactions with key accounts. 
  • Successful Risk Resolution: Measure the effectiveness of proactive risk identification and mitigation to ensure customer success and retention.

    • Apply Now
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