Customer Success Manager • Senior

Who you are

You have a proven track record in customer success or account management, ideally within the technology or cybersecurity sectors. Your experience has equipped you with the ability to establish and nurture long-term relationships with clients, acting as a trusted advisor to help them maximize their investment in security solutions. You are fluent in German, which allows you to effectively communicate with a diverse customer base. You thrive in collaborative environments and enjoy working closely with cross-functional teams to deliver exceptional customer experiences.

You possess strong analytical skills, enabling you to assess customer needs and identify opportunities for improvement. Your proactive approach means you are always looking for ways to enhance customer satisfaction and drive engagement. You are comfortable using data to inform your strategies and decisions, ensuring that you are always aligned with customer goals and expectations.

You are passionate about cybersecurity and understand the importance of digital safety in today’s world. Your enthusiasm for technology and innovation drives you to stay informed about industry trends and best practices, allowing you to provide valuable insights to your customers. You are adaptable and can navigate the challenges that come with a rapidly evolving digital landscape.

Desirable

Experience in a SaaS environment is a plus, as is familiarity with password management or cybersecurity products. You may have a background in sales or technical support, which complements your customer success expertise. A strong understanding of customer journey mapping and experience with CRM tools will further enhance your ability to succeed in this role.

What you'll do

As a Senior Customer Success Manager at 1Password, you will be responsible for driving customer engagement and satisfaction. You will work closely with clients to understand their needs and ensure they are getting the most out of our products. Your role will involve onboarding new customers, providing training, and offering ongoing support to help them achieve their security goals.

You will collaborate with product and engineering teams to relay customer feedback and advocate for enhancements that improve user experience. Your insights will be crucial in shaping the future of our offerings, ensuring they meet the evolving needs of our customers. You will also develop and implement strategies to increase customer retention and reduce churn, leveraging data to track progress and identify areas for improvement.

In addition, you will conduct regular check-ins with customers to assess their satisfaction and address any concerns they may have. Your ability to build rapport and trust will be key in fostering long-term relationships that drive customer loyalty. You will also participate in customer success initiatives and contribute to the development of best practices within the team.

What we offer

At 1Password, we are committed to creating a supportive and inclusive work environment. You will have the opportunity to work with a talented team of professionals who are passionate about cybersecurity and dedicated to helping our customers succeed. We offer competitive compensation and benefits, along with opportunities for professional development and growth within the company.

You will be part of a company that values innovation and creativity, where your ideas and contributions will be recognized and appreciated. Join us in our mission to build a safer digital future and make a meaningful impact on the lives of millions of users worldwide.