Senior Manager, Customer Success & Onboarding
1Password
Customer Service, Sales & Business Development
United Kingdom
Posted on Friday, June 7, 2024
About 1Password:
We all have important information we need to manage, and protecting it should be easy. Over 150,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.
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.
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
You belong here.
1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.
Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at [email protected] and we’ll work to meet your needs.
Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.
Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.
Candidate Privacy Notice
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Candidates may also optionally choose to self-identify their race/ethnicity, gender identity, sexual orientation, age, and disability. These answers will help us evaluate our diversity and belonging efforts. You do not have to answer these questions—your answers will not be linked to your name or job application, will not be visible to the hiring manager reviewing your application, and will in no way affect your job application. If you have any questions about the collection or use of this information, please contact [[email protected]].
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