# Customer Success Manager, SMB

**Company:** [1Password](https://hotfix.jobs/companies/1password)
**Location:** Remote
**Role:** Customer Success
**Salary:** $88k – $123k/yr
**Experience:** 3+ years
**Skills:** Salesforce, Gainsight, CRM, Account Management, Customer Success, Upselling, Stakeholder Management, Cybersecurity, Identity & Access Management, AI Tools
**Posted:** 2026-06-25

> Manage a portfolio of SMB customers to drive product adoption, satisfaction, and revenue retention. Guide customers through their lifecycle, ensuring value realization from Extended Access Management while identifying expansion opportunities.

## Job Description

## What we're looking for
- 3+ years of Customer Success experience in SaaS, preferably within cybersecurity or enterprise technology
- Demonstrated success meeting or exceeding retention, adoption, and engagement KPIs
- Experience managing SMB accounts and supporting renewal processes
- Demonstrated ability to identify upsell opportunities and collaborate with Sales on expansion strategy

## Advanced Skills & Competencies
- Account lifecycle management, stakeholder engagement, and structured success planning with strong attention to renewal timelines and adoption metrics
- Ability to build trusted relationships with technical and operational stakeholders
- Strong written and verbal communication skills across email, executive updates, and collaboration platforms (e.g., Slack, Zoom), with the ability to simplify technical concepts for diverse audiences
- Operational rigor in CRM hygiene, forecasting inputs, and health tracking; proficiency in Salesforce, Gainsight (or equivalent), and modern productivity tools
- Foundational understanding of cybersecurity principles, particularly Identity & Access Management and password security best practices
- Ability to leverage AI tools to enhance research, summarize customer insights, and improve workflow efficiency
- Collaborative, coachable, and adaptable in a fast-paced, remote environment

## What you can expect
### Manage Your Book of Business
- Manage a portfolio of SMB customers (typically 101–500 employees)
- Develop and execute Success Plans aligned to customer objectives and security goals
- Maintain a clear understanding of customer structure, use cases, and renewal timelines
- Build strong relationships with IT leaders, security champions, and key decision-makers

### Drive Adoption & Value Realization
- Lead executive business reviews, success check-ins, and lifecycle engagements
- Increase product activation, feature adoption, and engagement across assigned accounts by focusing on business outcomes
- Provide prescriptive guidance aligned to password security and Identity & Access Management best practices
- Translate product capabilities into relevant business value for customer stakeholders

### Support Revenue Retention & Growth
- Own gross and net revenue retention across your portfolio
- Identify expansion opportunities and partner with Account Executives to progress upsell motions
- Proactively monitor account health and mitigate customer risks through structured engagement and proactive planning

### Operate with Discipline
- Maintain accurate customer records, forecasting inputs, and success tracking within Salesforce and Gainsight
- Follow defined outreach cadences and engagement workflows
- Surface customer feedback, feature requests, and risk indicators to internal teams

### Collaborate Cross-Functionally
- Partner with Sales, Solutions, Onboarding, CX, and Marketing to ensure cohesive customer engagement
- Act as the voice of the customer internally to support product and process improvements
- Contribute to team metrics including NPS, activation, retention, and operational performance

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