Senior Manager of Customer Success, 1Password
Self-Serve
$137-185k
Salary range for USA based candidates. For Canadian based candidates the salary range is between $137,000 CAD and $185,000 CAD . Plus commission and equity
A tool that helps people stay safe online.
Job no longer available
A tool that helps people stay safe online.
1001+ employees
Job no longer available
$137-185k
Salary range for USA based candidates. For Canadian based candidates the salary range is between $137,000 CAD and $185,000 CAD . Plus commission and equity
1001+ employees
Company mission
To build a safer, simpler digital future for everyone.
Role
Who you are
- Proven Customer Success background with 5+ years of experience in the security or software industry working with customers of all sizes
- At least 4+ years in building and leading teams
- Experience working with self serve and/or large volumes of clients
- A leader who helps to build and foster a strong and supportive team culture
- Great prioritization skills to work through internal projects and act as an escalation point for team and customer concerns
- You’re passionate about discovering an individual’s needs, and you ask strong, open-ended questions that help you learn more about them. Your style is concise and empathetic – with a balance of teaching and listening/learning yourself, as well as the ability to lead a conversation
- You’re someone who works well with internal teams, balancing team and customer’s success with company needs and opportunities
- Personable but persuasive and able to communicate convincingly
- A knack for learning things on your own, quickly adapting to new environments, and problem solving
- Experience using Salesforce.com, Gainsight, and other CS tools and implementing and/or iterating on existing processes
- It’s a bonus if you have personal experience with 1Password or another password manager. While not required, it’ll help you quickly gain confidence in this role
What the job involves
- 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, acting as trusted advisors to our customers and helping them grow with 1Password
- Our Self-Serve (SS) Customer Success team works with a large volume of smaller customers by company size and also companies in other segments who have purchased fewer seats to ensure our customers find continued value in and return on their investment in security with 1Password
- As a Senior Manager of Customer Success for our SS team at 1Password, you’ll be working to build out our self serve customer journey, including email journeys, surveys, webinars, to name a few and partner closely with our product, marketing and community teams to design and build an in app journey and self serve resources to truly allow our smaller teams to self serve as needed
- You’ll work closely to coach and support members of this team to triage and handle customer inquiries and risk escalations, and admin tasks to achieve and help others achieve team targets relating to growth, churn and contraction
- You’ll work with your direct reports to enhance our processes, and aid in their performance, engagement and growth within 1Password
- Your role as Senior Manager will also continuously evolve as the business learns and grows
- Adaptability, clear communication and a desire to build will be crucial for success in this role
- Partner with Product, Marketing, and our Community teams to build a true self serve journey for
- Continually monitor, analyze, and report on your team’s performance, quickly identifying any opportunities for proactive engagement
- Provide coaching and guidance to support team members’ skills and professional development. Work with an existing Team Lead to hold regular team meetings and 1:1’s with team members in your pod to support each team member in hitting their monthly and quarterly targets
- Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
- Execute on group priorities across the entire customer success team to ensure you’re supporting broader business goals
- Allocate and assign day-to-day tasks to team members according to best fit and skills for the job. Help guide team members to ensure the work is done well
- Develop, retain and motivate an existing team, while recruiting for new members to continuously raise the bar for talent and capabilities. Orient new team members and assist ongoing team members with continually improving job performance
- Bring forward ideas and suggestions to improve our processes within this space, while continuing to evolve the way our team supports a larger book of business
- 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 internal tools, what and how we track, and the benefits of keeping customer information within it secure and updated
- Meet your team and corresponding stakeholders across the organization
- By the end of the first month, you’ll understand our processes and begin joining leadership meetings to help drive forward our ongoing initiatives
- Month 3
- Understand the team’s strengths and weaknesses and map out existing processes with a plan for what needs to improve where and when
- Begin to run bi-weekly 1:1’s with your team members to provide guidance and answer questions on process
- Run weekly team meetings to share knowledge and inform processes based on team feedback
- Begin to identify and own new projects and initiatives to best support our team and our customers
- Month 6
- Full Self Serve Pod strategy outlined and in progress; the team is performing more efficiently and serving our customers more effectively in measurable ways
- Work closely with team members and other departments to continually improve our offering, can speak to team performance and key metrics
- You’ve developed a working relationship with your team, and are understanding areas of opportunity for improvement in role, and career development
Our take
The continuation of remote and hybrid working, the rapid adoption of cloud apps and the acceleration of work-related burnout are trends combining to generate increasing demand for 1Password’s core service: password management.
Having started with a simple product for consumers, the company has now built out an impressive enterprise offering with over 100,000 business customers. However, its roots in B2C have arguably led to their B2B success with bottom-up adoption in large companies and a vibrant community of enthusiasts around the product.
The company is now looking to drive continued growth with an expansion of engineering and product teams to build out the portfolio of products. In particular, password management opens the door to new types of insights around unused accounts, low-security risk criteria, and unauthorized applications which are invaluable for security teams. Its continued improvements to its iOS and Android offerings prove its adaptability to mobile consumer behaviours.
These offerings put the company on a collision course with established enterprise companies like Okta and CyberArk. However, 1password’s leadership hopes its superior user experience, exemplified by a 2024 launched global partner programme of sales marketing and enablement resource toolkits will underscore its nimble approach and help it win out in the lucrative cybersecurity space.
Steph
Company Specialist at Welcome to the Jungle
Insights
96% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jan 2022
$620m
SERIES C
Jul 2021
$100m
SERIES B
Total funding: $920m
Company benefits
- Maternity and parental leave top-up programs
- Wellness spending account
- Generous PTO policy
- Company-wide wellness days off scheduled throughout the year
- Comprehensive health coverage
- Employee stock option program for all full time employees
- Retirement matching program
- Training budget, 1Password University access, and learning sessions
- Free 1Password account (and friends and family discount!)
- Paid volunteer days
- Employee-led DEIB programs and ERGs
- Fully remote environment
- Peer-to-peer recognition through Bonusly
- Home office spending account
Company HQ
Yonge-Bay Corridor, Toronto, ON
Leadership
Jeff Shiner
(CEO)Currently on the Board of Directors at GenomOncology. Previously Partner at Rosetta and Senior Development Manager at IBM Canada Ltd.
Roustem Karimov
(Founder)Currently Founder at Smart Moose Canada. Previously Consultant at WorldVision Canada, Java Developer at Sony and a Web Application Architect at AC Nielsen Canada.
Dave Teare
(Founder)Currnetly a Technical Solutions Provider at Teare Software Solutions Inc. Previously CTO at Agile Web Solutions,Technical Architect at World Vision Canada and a Software Engineer at IBM Canada.
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