Senior Customer Success Manager, Enterprise

Job Description

The Senior Customer Success Manager understands larger/enterprise-level Teams and Business customers’ structures and needs, and guides them through established best practices throughout their 1Password lifecycle working closely with Onboarding and Account Management. This individual acts as the customer champion and advocate, helping increase awareness of customer needs and priorities. As a Senior Customer Success Manager the individual influences not only their own customers and processes, but processes across the entire Customer Success organization.

This is a Remote opportunity within Canada and the US


What we're looking for:
  • Book of Business Management
  • A proven track record with ideally 5+ years experience managing a book of business in a SaaS or tech environment servicing customers through strategic calls and engagements
  • Maintaining account-specific insights and data, to inform forecasting with the highest possible accuracy
  • Reviewing account-specific and overall book health in relation to business reviews and customer engagements
  • Balancing individual customer’s success with company needs and opportunities
  • Product Knowledge
  • A knack for learning things on your own and quickly adapting to new environments
  • You are no stranger to providing robust, product-based solutioning for clients, ensuring timely resolutions
  • 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 enjoy translating technical terms for customers who find technology confusing or intimidating
  • Customer Engagement
  • Experiencing conducting Business Reviews, you have experience and are comfortable in working closely with executive leaders, and can navigate the nuances of working with different stakeholders to identify and drive value realization.
  • Familiarity with creating and executing on success plans to drive activation and engagement of customers
  • Working collaboratively with internal, cross-functional teams to ensure customer success
  • Strong communication skills using virtual collaboration tools. Presenting and speaking to new people each day excites you. Your style is concise yet empathetic – with a balance of teaching and listening/learning.

  • 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 our CRM and other key GTM tools, 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 larger or high potential customer through at least one level of the defined Customer Success process.
  • Month 3
  • Can guide customers through their  Customer Success journey with 1Password, using your relationship with our Onboarding and Account management teams to educate, provide feedback, and discover opportunities to grow.
  • Proactively report on customers’ needs and valuable feedback so marketing and product teams can accurately reflect messaging and prioritize the right projects to improve the product.
  • Build and maintain a healthy database of customers for whom you are the Trusted Advisor
  • Month 6
  • Have developed your best personal approach and rhythm, analyzed our Customer Success processes to maximize your customer engagement, and begun collaborating with cross-functional peers to influence and iterate on best practices across 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