Our Digital Customer Success team works with a large volume of smaller customers (defined by company size) as well as companies in other segments who have purchased fewer seats. Their mission is to ensure our customers find continued value in and return on their investment in security with 1Password.
As a Senior Manager of Digital Customer Success at 1Password, you’ll be working to build out our self-serve customer journey, including email journeys, surveys, webinars and low touch support. You’ll partner closely with our product, marketing and community teams to design and build an omni-channel journey that is Product lead and Success supported.
The Digital Customer Success team will handle customer inquiries, risk escalations and admin tasks within this segment to maximize growth, drive activation and minimize churn and contraction. You’ll work with your team and cross-functional partners to enhance our processes, and aid in the team’s performance, engagement and growth within 1Password.
Your role as Senior Manager will also continuously evolve as the business learns and grows. Adaptability, clear communication and a desire to build will be crucial for success in this role.
What we’re looking for:
- 7+ years of experience in a customer success, account management, customer marketing, product operations role or related with 2+ years of experience managing people/teams that are accountable for customer retention
- Demonstrated progressive experience with Digital Programs, Customer Marketing, or related experience with a technical SaaS or subscription software service
- Rich knowledge and track record with email campaigns, in-app experience, webinars/events and certifications.
- Experience with defining and leading digital engagement strategies (i.e., digital journey creation, content marketing, etc.) across an omni channel journey.
- Excellent cross-functional leadership, collaboration and communication skills, with experience influencing strategy and aligning execution across organizations in a fast-paced, high-growth environment in mid-sized or large organizations (i.e., 500+ employees)
- Expert-level analytical skills, using data to inform product/service decisions that eliminate redundant tasks, improve the customer experience and drive growth.
- Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
- 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
- Also a bonus if you’ve managed other managers
What you can expect:
- Develop and deliver digital initiatives to improve the effectiveness and efficiency of conversion, activation, growth and retention for 1Password customers, including: Digital customer journey and experience, Customer journey development, Go-to-market (GTM) and/or customer activation campaigns, including collaboration with Marketing, Product, Data Teams, and Sales Operations, Digital journey development, content creation and curation, and metrics, and Enhance and augment digital experience for CSM-led customers
- Collaborate cross-functionally to align the digital experience across email, in-app, the customer portal, Product feedback, etc. for a cohesive customer experience
- Create a world-class first 30 day experience for our end-users. One that is grounded in amazing onboarding, getting users to our “aha” moment faster and demonstrates enough value to drive conversion and 90 day retention.
- Design, evaluate, and measure digital programs against internal targets for continuous improvement
- Leverage data and analytics to develop, lead, and measure results for GTM growth and retention-related initiatives, programs, and campaigns
- Build upon our existing foundation of customer resources to create a vast and comprehensive library of content, webinars and short tutorials that allow customers to get the help they need in a true self serve way.
- Attend weekly forecast meetings to share results against targets including; conversion, activation, contraction, churn and growth.
- Drive and live with experimentation. Bring what we’re learning, seeing and hearing from customers and making tweaks to the process to find a more efficient/better way to support customers through it or to eliminate it altogether.
USA-based roles only: The Annual base salary for this role is between $ 139,000 USD and $187,000 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 $137,000 CAD and $185,000 CAD 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.
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.
We believe in the power of remote work, but we also recognize that some in-person connection with team members and customers is important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. This may include but is not limited to bi-annual department-wide offsites, quarterly department meetings and periodic customer events. These events will typically be held in varying locations across Canada and the USA. In leadership roles, you can expect to travel once per month on average.