Sr. Manager – Customer Success & Onboarding Full Time

The Senior Manager of Customer Success & Onboarding at 1Password plays a pivotal role in ensuring customers across EMEA achieve their desired outcomes by leading the client onboarding and customer success teams. This role involves coaching, guiding, and supporting team members to reach their targets, continuously enhancing processes, and fostering a culture of success and support.

This position is crucial for driving customer retention and growth, and it aims to create a supportive, growth-oriented team environment.

This is a Remote opportunity within the UK.

What we’re looking for

• 6+ years of experience in implementation/customer success, with at least 2 years in a team leadership role.
• Experience leading a distributed team across multiple regions in EMEA
• Demonstrated experience with customer implementations and relationship management, particularly with SCIM, AD, CLI, SSO, and SaaS.
• Exceptional communication and training skills across various mediums (email, phone, video).
• Solution-oriented mindset with a proven track record in onboarding and customer success.
• Proficiency with customer success tools like Salesforce.com and Gainsight.
• Fluency in German is a significant plus.
• Strong adaptability, prioritization, and problem-solving skills.
• Passion for continuous learning and personal development, with a bonus if experienced with 1Password or similar platforms.

What you can expect

Team Leadership and Development

• Manage the Customer Success & Onboarding teams for EMEA, providing direction, support, and resources they need to perform and grow. Is responsible for the development, engagement, and performance of the entire CS & Onboarding team.
• Continuously analyze team performance, identify opportunities for improvement, and provide regular reports to senior management.

Strategy & roadmap

• Develop and execute customer success and onboarding strategies that align with the 1Password’s overall goals and objectives – ensuring they are aligned to business needs.
• Identifying opportunities to expand customer relationships and drive growth through upselling and cross-selling initiatives.
• Staying informed about trends and best practices to ensure that 1Password remains competitive in customer success.

Process optimization

• Revamp onboarding processes, enhance customer rapport-building techniques, and contribute to the evolution of customer success metrics and processes.
• Streamline and adjust EMEA specific development processes required to meet the needs of our clients in the region.

Customer engagement and issue resolution

• Engage with customers and internal teams to address high-priority issues and escalations, ensuring a positive customer experience.

Collaboration and communication

• Work cross-functionally with internal teams, attend key stakeholder meetings, and share relevant information to support overall company objectives.

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.

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:

>  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

>  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!)

>  Paid volunteer days

>  Employee-led DEI&B programs and ERGs

>  Fully remote environment

>  Peer-to-peer recognition through Bonusly