Team Manager, Customer Success, SMB - remote

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 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.