Senior Customer Success Manager

About the Role

Join 1Password as a Senior Customer Success Manager, Commercial, where you'll be instrumental in empowering our commercial clients to maximize value from our security solutions. This exciting role focuses on building strong customer relationships, driving product adoption, and ensuring long-term success and retention within a dynamic, remote-first environment.

Responsibilities

• Manage a dedicated portfolio of commercial accounts, acting as a trusted advisor and advocate for their success.
• Drive product adoption, usage, and value realization through proactive engagement and strategic guidance.
• Develop and execute account plans to ensure customer health, mitigate risks, and identify growth opportunities.
• Conduct regular business reviews (QBRs) to showcase value, discuss performance, and align on strategic objectives.
• Collaborate cross-functionally with sales, product, and support teams to address customer needs and enhance the overall customer experience.
• Identify and nurture upsell and cross-sell opportunities within your assigned accounts.

Requirements

• 5+ years of proven experience in Customer Success Management, ideally within a SaaS or B2B technology company.
• Demonstrated ability to manage a portfolio of commercial or mid-market accounts, driving retention and growth.
• Strong understanding of the customer lifecycle, value drivers, and best practices for customer engagement.
• Exceptional communication, presentation, and interpersonal skills, with the ability to build rapport at all levels.
• Proactive problem-solver with a strong customer-centric mindset.
• Experience working remotely and independently, with excellent time management and organizational skills.

Nice-to-Haves

• Experience in the cybersecurity, identity management, or IT security industry.
• Familiarity with Customer Success platforms (e.g., Gainsight, ChurnZero) and CRM systems (e.g., Salesforce).
• Understanding of Go-to-Market (GTM) strategies and their impact on customer success.

About the Team

This role is part of our Commercial Go-to-Market team, playing a critical part in our growth strategy by ensuring our commercial customers achieve their desired outcomes. You'll work with a passionate group dedicated to customer advocacy and innovation, contributing directly to the success of a leading security solution.