Senior Customer Success Manager, Commercial
Senior Customer Success Manager drives adoption and retention for mid-market 1Password customers through proactive engagement, lifecycle guidance, and renewals. Requires 3+ years SaaS CS experience, strong communication, and technical savvy.
About the job
Responsibilities
- Guide customers through their 1Password lifecycle via email, webinars, and customized sessions
- Make prescriptive recommendations to achieve customer outcomes and high adoption rates
- Manage customer data and activities in Salesforce, logging feedback and metrics
- Support annual renewals to ensure timely completion with high satisfaction
- Identify growth opportunities and collaborate with sales on upsells/cross-sells
- Build long-term relationships with C-level executives and stakeholders
Requirements
- 5+ years in revenue-generating roles and minimum 3 years in SaaS/Tech Customer Success managing a book of business
- Strong communication skills (email, phone, video) with concise, empathetic style
- Experience helping businesses use software productively; strong open-ended questioning
- Technically savvy; comfortable translating technical concepts for non-technical users
- Experience working with C-level executives and navigating stakeholder dynamics
- Passion for customer success metrics like revenue retention and tool adoption
Nice-to-Haves
- Personal experience with 1Password or another password manager
Compensation & Benefits (USA)
- Base salary: $75,000 - $105,000 USD
- Commission-eligible
- Health, dental, 401k, PTO, equity, incentive programs
Skills
Salesforce, Customer Success, SaaS, Customer Lifecycle Management, Revenue Retention, Stakeholder Management, Webinars, C-Level Engagement, Adoption Strategies, Renewal Management
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