Manager - Customer Success (Commercial)

About 1Password:

We all have important information we need to manage and protecting it should be easy. Over 150000 businesses and millions of people log in to 1Password to unlock smart simple access to everything they care about. Our vision is to create a safer simpler digital future for everyone and our culture values simplicity honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.

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 Commercial Customer Success team focuses on supporting organizations with 1000 to 3000 employees ensuring they continue to see measurable value and ROI in their partnership with 1Password.

As a Team Manager of Customer Success for the Commercial segment 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 we’d love to hear from you!

This is a remote opportunity within Canada or the US.

What we're looking for:

• Customer Success Expertise: Proven background with 3+ years in the security or SaaS industry successfully managing customers of all sizes to drive adoption retention and growth.

• Leadership Experience: At least 2+ years of demonstrated success in building and leading high-performing teams while fostering a strong supportive team culture.

• Mid-Market Focus: Experience working with Mid-Market B2B customers is highly valued.

• Exceptional Prioritization 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 Optimization: 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 Optimize Team Performance: Continuously track analyze and report on team performance identifying opportunities for proactive engagement and areas for improvement. Quickly address challenges to ensure targets are met or exceeded.

• Lead Collaborative Team Meetings: Partner with the existing Team Lead and Commercial Manager to facilitate regular team meetings fostering alignment collaboration and knowledge-sharing across the team.

• Coach and Develop Team Members: Provide individualized 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 Organizational 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.

USA-based roles only: The annual base salary for this role is between $116000 USD and $165000 USD and is commission-eligible. The role is also eligible for immediate participation in 1Password's benefits program (health dental 401k and many others) utilization of our generous paid time off an equity grant and where applicable participation in our incentive programs.

Canada-based roles only: The annual base salary for this role is between $111000 CAD and $150000 CAD and is commission-eligible. The role is also eligible for immediate participation in 1Password’s generous benefits program (health dental RRSP and many others) utilization of our generous paid time off an equity grant and where applicable participation in our incentive programs.

At 1Password we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

We believe in the power of remote work but we also recognize that some in-person connection with team members and customers is important to help us achieve our mission. While we are a remote-first company occasional travel for in-person engagement will be a part of this role. This may include but is not limited to bi-annual department-wide offsites quarterly department meetings and periodic customer events. These events will typically be held in varying locations across EMEA Canada and/or the USA. In leadership roles you can expect to travel once per month on average.

What we offer:

We believe in working hard and resting hard. We’re always looking for new ways to support our team members but here’s a glance at what we currently offer:

Health and wellbeing

> 👶 Maternity and parental leave top-up programs

> 👟 Wellness spending allowance

> 🏝 Generous PTO policy

> 💖 Company-wide wellness days off scheduled throughout the year

> 🧠 Wellness Coach membership

> 🩺 Comprehensive health coverage

Growth and future

> 📈 Company equity for all full-time employees

> 💸 Retirement matching program

> 💡 Training budget 1Password University access and learning sessions

> 🔑 Free 1Password account (and friends and family discount!)

Flexibility and community

> 🤝 Paid volunteer days

> 🌎 Employee-led DEIB programs and ERGs and ECGs

> 🏠 Fully remote environment

> 🏆 Peer-to-peer recognition through Bonusly

You belong here.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive diverse and equitable workplace that is built on trust support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression race ethnicity disability sexual orientation colour religion creed gender national origin age marital status pregnancy sex citizenship education languages spoken or veteran status. Be yourself find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation please speak to your talent acquisition partner or email us at [email protected] and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005 we can safely say we're experts at building remote culture. That said remote work at 1Password does mean working from your home country. If you've got questions or concerns about this your talent partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification reference checks education confirmation criminal background publicly available social media credit history or other information as permitted by local law.

1Password uses an automated employment decision tool as a part of the recruitment process. See the latest bias audit information . A reasonable accommodation reasonable alternative selection process appeal or to exercise your right to opt-out of AADM may be requested by emailing [email protected] with subject 'AI accommodation request'. For additional information see our Candidate Privacy Notice .