18 Oct
1Password
Great Britain
Job description
What we're looking for :
- Book of Business Management :
- A proven track record with ideally 5+ years experience managing a book of business in a SaaS or tech environment servicing customers through strategic calls and engagements
- Maintaining account-specific insights and data, to inform forecasting with the highest possible accuracy
- Reviewing account-specific and overall book health in relation to business reviews and customer engagements
- Balancing individual customer’s success with company needs and opportunities
- Product Knowledge :
- A knack for learning things on your own and quickly adapting to new environments
- You are no stranger to providing robust, product-based solutioning for clients,
ensuring timely resolutions
- Experience with and passion for helping people or businesses use software to be more productive and efficient. You’re passionate about discovering what a team needs in their workplace, and you ask strong open-ended questions that help you learn more about them.
- You enjoy translating technical terms for customers who find technology confusing or intimidating
- Customer Engagement :
- Experiencing conducting Business Reviews, you have experience and are comfortable in working closely with executive leaders, and can navigate the nuances of working with different stakeholders to identify and drive value realization.
- Familiarity with creating and executing on success plans to drive activation and engagement of customers
- Working collaboratively with internal, cross-functional teams to ensure customer success
- Strong communication skills using virtual collaboration tools. Presenting and speaking to new people each day excites you.
Your style is concise yet empathetic with a balance of teaching and listening / learning.
Fluency in German or French highly preferred
What you can expect :
- Month 1 :
- Get to know the product, our culture, the Customer Success processes, and the people you'll be working with.
- Learn our CRM and other key GTM tools, what and how we track, and the benefits of keeping customer information within it updated.
- By the end of the first month, you’ll be able to guide a larger or high potential customer through at least one level of the defined Customer Success process.
- Month 3 :
- Can guide customers through their Customer Success journey with 1Password, using your relationship with our Onboarding and Account management teams to educate, provide feedback, and discover opportunities to grow.
- Proactively report on customers’ needs and valuable feedback so marketing and product teams can accurately reflect messaging and prioritize the right projects to improve the product.
- Build and maintain a healthy database of customers for whom you are the Trusted Advisor.
- Month 6 :
- Have developed your best personal approach and rhythm, analyzed our Customer Success processes to maximize your customer engagement, and begun collaborating with cross-functional peers to influence and iterate on best practices across internal teams.
- Have a steady book of customers with whom you’ve learned needs, built rapport, and put Success plans in place influencing the broader Customer Success metrics and processes.
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.
What we offer : We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer : Health and wellbeing >
Maternity and parental leave top-up programs>
Wellness spending account>
Generous PTO policy >
Company-wide wellness days off scheduled throughout the year >
Wellness Coach membership>
Comprehensive health coverage Growth and future >
Employee stock option program for all full-time employees >
Retirement matching program>
Training budget, 1Password University access, and learning sessions >
Free 1Password account (and friends and family discount!) Flexibility and community >
Paid volunteer days >
Employee-led DEIB programs and ERGs and ECGs>
Fully remote environment>
Peer-to-peer recognition through Bonusly
▶️ Sr Customer Success Manager, Enterprise
🖊️ 1Password
📍 Great Britain