Customer Success Manager, SMB

What we're looking for

• 3+ years of Customer Success experience in SaaS, preferably within cybersecurity or enterprise technology.
• Demonstrated success meeting or exceeding retention, adoption, and engagement KPIs.
• Experience managing SMB accounts and supporting renewal processes.
• Demonstrated ability to identify upsell opportunities and collaborate with Sales on expansion strategy
• Advanced Skills & Competencies
• Account lifecycle management, stakeholder engagement, and structured success planning with strong attention to renewal timelines and adoption metrics.
• Ability to build trusted relationships with technical and operational stakeholders.
• Strong written and verbal communication skills across email, executive updates, and collaboration platforms (e.g., Slack, Zoom), with the ability to simplify technical concepts for diverse audiences.
• Operational rigor in CRM hygiene, forecasting inputs, and health tracking; proficiency in Salesforce, Gainsight (or equivalent), and modern productivity tools.
• Foundational understanding of cybersecurity principles, particularly Identity & Access Management and password security best practices.
• Ability to leverage AI tools to enhance research, summarize customer insights, and improve workflow efficiency.
• Collaborative, coachable, and adaptable in a fast-paced, remote environment.

What you can expect

• Manage Your Book of Business
• Manage a portfolio of SMB customers (typically 101–500 employees).
• Develop and execute Success Plans aligned to customer objectives and security goals.
• Maintain a clear understanding of customer structure, use cases, and renewal timelines.
• Build strong relationships with IT leaders, security champions, and key decision-makers.
• Drive Adoption & Value Realization
• Lead executive business reviews, success check-ins, and lifecycle engagements.
• Increase product activation, feature adoption, and engagement across assigned accounts by focusing on business outcomes.
• Provide prescriptive guidance aligned to password security and Identity & Access Management best practices.
• Translate product capabilities into relevant business value for customer stakeholders.
• Support Revenue Retention & Growth
• Own gross and net revenue retention across your portfolio.
• Identify expansion opportunities and partner with Account Executives to progress upsell motions.
• Proactively monitor account health and mitigate customer risks through structured engagement and proactive planning.
• Operate with Discipline
• Maintain accurate customer records, forecasting inputs, and success tracking within Salesforce and Gainsight.
• Follow defined outreach cadences and engagement workflows.
• Surface customer feedback, feature requests, and risk indicators to internal teams.
• Collaborate Cross-Functionally
• Partner with Sales, Solutions, Onboarding, CX, and Marketing to ensure cohesive customer engagement.
• Act as the voice of the customer internally to support product and process improvements.
• Contribute to team metrics including NPS, activation, retention, and operational performance.

Month 1: Onboarding & Foundation

• Develop fluency in 1Password’s product suite and Customer Success methodology.
• Gain proficiency in Salesforce, Gainsight, and renewal tracking processes.
• Shadow customer check-ins and onboarding engagements.

By the end of Month 1, you will independently manage smaller customer touchpoints and demonstrate understanding of key renewal drivers.

Month 3: Portfolio Ownership

• Independently manage a portfolio of Commercial accounts.
• Lead customer check-ins and drive measurable improvements in product adoption.
• Identify renewal risks and collaborate on mitigation plans.
• Surface early expansion signals in partnership with Sales.

By Month 3, you are confidently managing your book of business with predictable engagement rhythms.

Month 6: Performance & Impact

• Consistently achieve gross retention and adoption targets.
• Demonstrate strong forecasting accuracy and renewal management.
• Build durable customer relationships that support long-term growth.
• Contribute insights that improve team processes and customer experience.

By Month 6, you are operating independently, managing renewals with confidence, and contributing meaningfully to team retention and growth outcomes.

USA-based roles only: The annual base salary for this role is between $88,000 USD and $123,000 USD, and is commission-eligible. This role is also 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.

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.

This posting is for an existing vacancy.

🏆 Peer-to-peer recognition through Bonus

ly

🌎 Remote-first work environment

*Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.

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.…