- Company Name
- 1Password
- Job Title
- Manager, Customer Success (Enterprise)
- Job Description
-
Job title: Manager, Customer Success (Enterprise)
Role Summary: Lead the Enterprise Customer Success team (3,000+ employee accounts) to maximize adoption, retention, and revenue growth. Coach and develop a high‑performing team, align cross‑functional initiatives, and continuously improve processes and metrics.
Expactations:
- 5+ years in security or technical SaaS customer success with upmarket clientele.
- 2+ years proven in building, scaling, and mentoring high‑performing teams.
- Strong prioritization, change‑management, and problem‑solving abilities.
- Exceptional communication, influencing, and customer‑centric skills.
- Experience with Salesforce, Gainsight, and other CS tools.
Key Responsibilities:
- Monitor, analyze, and report team KPIs; identify improvement opportunities.
- Facilitate regular team meetings, knowledge sharing, and alignment with Director and peers.
- Conduct individualized coaching (1‑1s) and performance reviews; support career development.
- Manage daily operations: goal setting, task allocation, resource planning.
- Drive customer adoption, retention, and expansion initiatives.
- Resolve escalations, lead internal projects, and balance team, customer, and corporate priorities.
- Design, implement, and refine CS processes and tooling to increase efficiency.
- Partner with product, sales, and support to ensure seamless customer journeys.
Required Skills:
- Customer Success strategy in security/technical SaaS.
- Leadership, team development, and high‑performance culture building.
- Strategic planning, prioritization, and project management.
- Strong interpersonal, communication, and influencing skills.
- Change agent and solution‑oriented mindset.
- Cross‑functional collaboration with internal stakeholders.
- Proficiency in Salesforce, Gainsight, and related platforms.
- Customer‑centric approach with active listening and questioning.
Required Education & Certifications:
- Bachelor’s degree in Business, Information Technology, or related field (preferred).
- Technical or CS certifications (e.g., CSX, CSPO) a plus.