Customer Success Manager, SMB

1Password is growing faster than ever. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing and the Utah Mammoth.

At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market‑leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human‑centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work.

If you’re excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast‑paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.

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 and acting as trusted advisors to our customers. The Customer Success Manager guides Teams and Business customers through established best practices by demonstrating an understanding of their structure and needs while guiding them throughout their 1Password lifecycle working closely with Onboarding and Account management. This individual acts as the customer champion and advocate, helping increase awareness of customer needs and priorities. Customer retention is a key focus for this team member, supporting our customers in seeing the value of their investment with 1Password, and driving towards their adoption goals through proactive and reactive customer engagement. This is a remote opportunity in the UK.

What we’re looking for:

• Minimum 2 years experience managing a large book of business in a Customer Success role in a SaaS or Tech environment servicing customers at scale through strategic calls and engagement.
• Strong communication skills over email, the phone, or video call.
• Experience with, and passion for, helping people or businesses use software to be more productive and efficient.
• Experience proactively guiding customers through their lifecycle via email, webinars, and customized sessions; making prescriptive recommendations and helping customers achieve their desired outcomes and ensure high adoption rates across a book of business.
• Follows defined outreach and follow‑up communication processes managing data and activity of customers in tandem with the Onboarding and Account management teams; and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately.
• Supports customers within their book of business through the annual renewal process, following defined process to engage with our customers early, and support in closing out renewals on a timely basis with customer satisfaction and retention in mind.
• Hands off cross‑sell/upsell opportunities to Account Executives and engages enthusiastic customers in advocacy initiatives such as customer panels, case studies and product discussions.
• Contributes to the success of the Customer Success team in an ongoing capacity through team goals and metrics (including operational, NPS, revenue, and performance metrics).

What you can expect:

• Month 1: Get to know the product, our culture, the Customer Success processes, and the people you’ll be working with.
• Month 3: Can guide a small customer through multiple levels of the defined Customer Success process, using your product expertise to educate, provide feedback, and discover opportunities to upsell or expand, while driving value for the customer.
• Month 6: Have developed your best personal approach and rhythm, analyzed the Customer Success processes to maximize your customer engagement, and begun collaborating with cross‑functional peers in internal teams.

Our culture

At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said 1Password is not for everyone. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact.

What we offer

• Health and wellbeing: Maternity and parental leave top‑up programs, Competitive health benefits, Generous PTO policy.
• Growth and future: RSU program for most employees, Retirement matching program, Free 1Password account.
• Community: Paid volunteer days, Peer‑to‑peer recognition through Bonusly, Remote‑first work environment.

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.