Manager, Customer Success, Smb

4 months ago

Remote, Canada 1Password Full time

We all have important information we need to manage, and protecting it should be easy. Over 100,000 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 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 SMB Customer Success team works with a large volume of customers of small to mid size company space to ensure our customers find continued value in and return on their investment in security with 1Password.

As a Team Manager of Customer Success for our SMB team at 1Password, you’ll work closely to coach and support members of this team to achieve individual and 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.

The Team Manager is continuously evolving as the business learns and grows. Adaptability, clear communication and a desire to build will be crucial for success in this role.

This is a Remote opportunity within Canada and the US.

**What we’re looking for**:

- Proven Customer Success background with 3+ years of experience in the security or software industry working with customers of all sizes
- At least 2+ years in building and leading teams
- Experience working with SMB or commercial clients is a plus
- 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
- 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

**Key Responsibilities**:

- Continually monitor, analyze, and report on your team’s performance, quickly identifying any opportunities for proactive engagement
- Work with an existing SMB Manager and Director to hold regular team meetings. support each team member in hitting their monthly and quarterly targets and coach and guide them to hone their skills and develop toward their career goals at 1Password through regular 1:1s and ongoing performance discussions.
- 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

**What you can expect in 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

**What you can expect by 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
- Run regular 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
- Regular reporting on team metrics
- Begin to identify and own new projects and initiatives to best support o

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