Customer Success Manager SMB

1Password; Canada; Remote; CAD 57,000 - 77,000; Full time

Job summary

A leading cybersecurity company is seeking a Customer Success Manager to guide teams through their 1Password journey, ensuring customer satisfaction and retention. The ideal candidate will have at least 2 years of experience in Customer Success within a SaaS environment and possess excellent communication skills to engage with various customers. This remote role offers a competitive salary and benefits package.

Benefits

Health and wellbeing programs

PTO

RSU program

Retirement matching

Free 1Password account

Qualifications

• Minimum 2 years experience in a Customer Success role in a SaaS or Tech environment.
• Experience managing a large book of business through strategic calls.
• Prior experience supporting customer renewals and satisfaction.

Responsibilities

• Guide customers through their 1Password lifecycle.
• Support customers in seeing the value of their investment.
• Engage customers in advocacy initiatives such as panels and case studies.

Skills

Customer Success Management

Communication Skills

Technical Translation

Proactive Engagement

CRM Experience

Tools

Gainsight

Job description

About 1Password

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 165,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information.

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.

Role overview

The Customer Success Manager guides Teams and Business customers through established best practices by understanding their structure and needs while guiding them through 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, supporting customers in seeing the value of their investment with 1Password and driving adoption goals through proactive and reactive engagement.

This is a remote opportunity within Canada and the US.

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, phone, or video call. You’re concise, empathetic, and comfortable presenting to new people, with a balance of teaching and listening.
• Experience with, and passion for, helping people or businesses use software to be more productive. You translate technical terms for customers who find technology confusing.
• Experience proactively guiding customers through their lifecycle via email, webinars, and customized sessions; making prescriptive recommendations to achieve outcomes and high adoption.
• Follows defined outreach and follow-up processes, managing data and activity with Onboarding and Account Management; logs findings from customer discussions accurately.
• Supports customers through the annual renewal process and engages early to support timely renewals with satisfaction and retention in mind.
• Hands off cross-sell/upsell opportunities to Account Managers and engages customers in advocacy initiatives such as panels and case studies.
• Contributes to the success of the Customer Success team through team goals and metrics (operational, NPS, revenue, and performance).
• Experience with a CRM like Gainsight is a plus.
• Optional: Personal experience with 1Password or another password manager can help you get started quickly.

What you can expect

Month 1

• Get to know the product, culture, Customer Success processes, and the people you’ll work with.
• Learn tools required for day-to-day work and how performance is tracked.

Month 3

• Guide customers through multiple levels of the defined Customer Success journey and identify opportunities to upsell or expand while driving value.
• Proactively report customer needs and feedback to inform product and marketing priorities.
• Build and maintain a territory plan supporting activation, expansion, and retention.

Month 6

• Develop your approach and rhythm, maximize customer engagement, and collaborate with cross-functional peers.

Compensation and benefits

USA-based roles: The annual base salary ranges from 63,000 USD to 85,000 USD and is commission-eligible. Benefits, PTO, equity, and incentive programs apply. Canada-based roles: The annual base salary ranges from 57,000 CAD to 77,000 CAD and is commission-eligible. Benefits, PTO, equity, and incentive programs apply.

Salary and benefits are offered in compliance with local laws and reflect experience and skill level.

Our culture and work approach

We prioritize collaboration, transparent communication, feedback, and alignment with core values: keep it simple, lead with honesty, and put people first. We are fast-paced and seek people who are driven to solve hard problems and deliver results. We are committed to leveraging AI to improve our products and processes, and we encourage learning and applying AI responsibly in daily work.

We support both in-person collaboration and remote work. Some roles are remote-first, others require on-site presence. Occasional travel may be required for offsites, department meetings, and events. All go-to-market roles have an in-person onboarding in Toronto.

What we offer

Benefits include health and wellbeing programs, PTO, RSU program, retirement matching, and a free 1Password account, among others. We also support volunteer days and peer recognition. Some roles in the GTM team may require in-person hybrid work in Toronto and Austin.

You belong here

1Password is an equal opportunity employer committed to an inclusive, diverse, and equitable workplace. We welcome all individuals and do not discriminate. Accommodation is available on request during the recruitment process.