Customer Success Manager, SMB

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a portfolio of small to medium-sized business (SMB) clients, promoting product utilization, customer satisfaction, and revenue retention.

• Assist customers throughout their 1Password journey, ensuring they achieve measurable value from Extended Access Management while aligning solutions with their operational and security needs.

• Serve as a reliable partner to customer stakeholders, proactively aiding in activation, minimizing risks, and uncovering growth opportunities in collaboration with Account Executives.

• Conduct executive business reviews, success check-ins, and lifecycle engagements.

• Enhance product activation, feature adoption, and user engagement across assigned accounts by concentrating on business outcomes.

• Offer prescriptive guidance that aligns with best practices in password security and Identity & Access Management.

• Convert product capabilities into pertinent business value for customer stakeholders.

⛳️ Requirements

• A minimum of 3 years of Customer Success experience in SaaS, ideally within the cybersecurity or enterprise technology sectors.

• Proven track record of meeting or exceeding retention, adoption, and engagement key performance indicators (KPIs).

• Experience in managing SMB accounts and assisting with renewal processes.

• Proven capability to identify upsell opportunities and work collaboratively with Sales on expansion strategies.

• Advanced Skills & Competencies

• Proficiency in account lifecycle management, stakeholder engagement, and structured success planning, with a keen focus on renewal timelines and adoption metrics.

• Ability to cultivate trusted relationships with both technical and operational stakeholders.

• Excellent written and verbal communication skills across various platforms, including email, executive updates, and collaboration tools (e.g., Slack, Zoom), with the capacity to simplify technical concepts for varied audiences.

• Strong operational discipline in CRM maintenance, forecasting inputs, and health tracking; skilled in Salesforce, Gainsight (or equivalent), and modern productivity tools.

• A foundational understanding of cybersecurity principles, especially in Identity & Access Management and best practices in password security.

• Capability to utilize AI tools to enhance research, summarize customer insights, and boost workflow efficiency.

• Collaborative, adaptable, and open to coaching in a dynamic, remote work environment.

🏝️ Benefits

• Health benefits

• Dental benefits

• 401k

• Generous paid time off

• Equity grant