Customer Success Manager, SMB (French)

About the RoleJoin our Customer Success team to act as a trusted advisor, guiding SMB customers through their 1Password journey to maximize value, drive adoption, and ensure long-term retention. This role is key to building strong relationships and advocating for customer needs within our company.

Responsibilities

• Manage a large book of SMB customers in a SaaS or Tech environment, engaging through strategic calls and communication.
• Proactively guide customers through their lifecycle, providing prescriptive recommendations to help them achieve desired outcomes and high adoption rates.
• Establish and maintain long-term relationships, acting as a trusted advisor and customer champion.
• Follow defined outreach and follow-up processes, accurately managing customer data and logging findings in CRM.
• Support customers through the annual renewal process, engaging early and ensuring timely closure with customer satisfaction and retention as key goals.
• Synthesize customer feedback, feature requests, and usage metrics to increase awareness of customer needs and priorities internally.
• Identify and hand off cross-sell/upsell opportunities to Account Executives and engage enthusiastic customers in advocacy initiatives.

Requirements

• Minimum 2 years of experience in a Customer Success role managing a large book of business in a SaaS or Tech environment.
• Fluent in French, both verbally and in writing.
• Strong communication skills across email, phone, and video calls, with comfort in presenting and speaking to new people.
• Passion for helping businesses use software effectively and asking insightful, open-ended questions to understand their needs.
• Ability to translate technical terms for customers who may find technology confusing.
• Experience proactively guiding customers via email, webinars, and customized sessions.
• Experience following defined communication processes and managing customer data/activity in a CRM.

Role Impact

As part of the Customer Success team, you directly contribute to customer retention and satisfaction by helping them see the continued value of their investment. You play a crucial role in driving adoption and ensuring customers successfully integrate 1Password into their workflows.