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Manager, Customer Success, SMB

Passage

Passage

Customer Service, Sales & Business Development
United States · Canada · Remote
Posted on Friday, May 31, 2024
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
  • 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

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 our team and our customers

What you can expect by Month 6:

  • Full SMB 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 data trends and improve customer offerings and/or processes accordingly.
  • You’ve developed an understanding areas of opportunity for each individual and working toward their career goals as well as opportunities for improvement in the role and ongoing career development processes.
USA-based roles only: The Annual base salary for this role is between $107,000 USD and $145,000 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 $102,000 CAD and $138,000 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 Canada and 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 account
> 🏝 Generous PTO policy
> 💖 Company-wide wellness days off scheduled throughout the year
> 🧠 Wellness Coach membership
> 🩺 Comprehensive health coverage
Growth and future
> 📈 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!)
Flexibility and community
> 🤝 Paid volunteer days
> 🌎 Employee-led DEI&B programs and ERGs
> 🏠 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 nextbit@agilebits.com 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.
Candidate Privacy Notice
When you apply for a position, refer a candidate, or are being considered for a role at AgileBits, Inc. (dba 1Password, 1Password, we, us, or our), your information is stored in Lever, in accordance with Lever's Service Privacy Notice. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background.
Candidates may also optionally choose to self-identify their race/ethnicity, gender identity, sexual orientation, age, and disability. These answers will help us evaluate our diversity and belonging efforts. You do not have to answer these questions—your answers will not be linked to your name or job application, will not be visible to the hiring manager reviewing your application, and will in no way affect your job application. If you have any questions about the collection or use of this information, please contact [dpo@1password.com].
When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how we use or process your information, or if you would like to ask to access, correct, or delete your information, please contact our privacy team at [dpo@1password.com] or through 1Password Support.