Customer Success Manager, SMB

About the role

As a Customer Success Manager, you will manage a portfolio of SMB customers, driving product adoption, customer satisfaction, and revenue retention. You will guide customers through their 1Password lifecycle, ensuring they realize measurable value from Extended Access Management while aligning solutions to their operational and security priorities. You will act as a trusted partner to customer stakeholders, proactively supporting activation, mitigating risk, and identifying growth opportunities in partnership with Account Executives.

Responsibilities

• Manage a portfolio of SMB customers (typically 101–500 employees).
• Develop and execute Success Plans aligned to customer objectives and security goals.
• Maintain a clear understanding of customer structure, use cases, and renewal timelines.
• Build strong relationships with IT leaders, security champions, and key decision-makers.
• Drive Adoption & Value Realization
• Provide prescriptive guidance aligned to password security and Identity & Access Management best practices.
• Translate product capabilities into relevant business value for customer stakeholders.
• Support Revenue Retention & Growth
• Own gross and net revenue retention across your portfolio.
• Identify expansion opportunities and partner with Account Executives to progress upsell motions.
• Proactively monitor account health and mitigate customer risks through structured engagement and proactive planning.

Requirements

• 3+ years of Customer Success experience in SaaS, preferably within cybersecurity or enterprise technology.
• Demonstrated success meeting or exceeding retention, adoption, and engagement KPIs.
• Experience managing SMB accounts and supporting renewal processes.
• Demonstrated ability to identify upsell opportunities and collaborate with Sales on expansion strategy.

Qualifications

• Advanced Skills & Competencies:
• Account lifecycle management, stakeholder engagement, and structured success planning with strong attention to renewal timelines and adoption metrics.
• Ability to build trusted relationships with technical and operational stakeholders.
• Strong written and verbal communication skills across email, executive updates, and collaboration platforms (e.g., Slack, Zoom), with the ability to simplify technical concepts for diverse audiences.
• Operational rigor in CRM hygiene, forecasting inputs, and health tracking; proficiency in Salesforce, Gainsight (or equivalent), and modern productivity tools.
• Foundational understanding of cybersecurity principles, particularly Identity & Access Management and password security best practices.
• Ability to leverage AI tools to enhance research, summarize customer insights, and improve workflow efficiency.
• Collaborative, coachable, and adaptable in a fast-paced, remote environment.

Skills

• Customer Success Management
• CRM Systems (Salesforce, Gainsight)
• AI Tools (Natural Language Processing, Machine Learning)
• Communication Skills (Email, Executive Updates)
• Product Knowledge (1Password)

Benefits

This is a remote opportunity within the US. No benefits are mentioned in the job posting.

Pay

The annual base salary for this role is between $88,000 USD and $123,000 USD, and is commission-eligible.

Schedule

This is a remote opportunity within the US. No schedule details are provided in the job posting.