Customer Success Team - GTA

We all have important information we need to manage, and protecting it should be easy. Over 100,000 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.

Our Customer Success team works proactively and prescriptively to help customers get the most value from their investment in security and privacy by establishing long term relationships and acting as trusted advisors to our customers. 

Both the Customer Success Associate and the Customer Success Manager guide teams and business customers through established best practices by demonstrating an understanding of their structure and needs. Both roles help to guide them throughout their 1Password lifecycle working closely with Onboarding and Account management. These individuals act as the customer champion and advocate, helping increase awareness of customer needs and priorities.

This is a Remote opportunity within Canada.

Remote by design. 1Password has been remote-first since our inception in 2005, meaning that we’re no stranger to building digital community and culture. With our teams fully remote and located all around the world, we stay connected through company-wide events, coffee chats, fun Slack channels, and peer-to-peer recognition through Bonusly — just to name a few. Our remote environment means that you have the flexibility to make those midday workout classes, take your dog out for a walk when they need one, and run errands on your own schedule. 

While we are a fully remote company, this hiring event will be taking place in our Toronto collaboration space, located at the corner of King St. and University Ave. (right beside St. Andrew subway station). Successful candidates will be asked to be available for two rounds of 1Password interviews:

Week of September 18th - phone interviews with the 1Password Talent Acquisition team.

September 26th, 4 - 7pm - candidates that have successfully passed the phone interview portion of the process will be invited to in person interviews with our Sales team in our office. We will also have 1Password team members available and on site to network with and answer any questions about the roles and our culture!

Successful candidates will be notified right away of their progress through the interview process, and hiring decisions will be made shortly after our in person event.

What we’re looking for:

• Minimum 1 year experience managing a book of business in a Tech or Software Customer Success role servicing customers at scale through strategic calls and engagement.

• Strong communication skills over email, the phone, or even a video call. Presenting and speaking to new people each day excites you. Your style is concise yet empathetic – with a balance of teaching and listening/learning yourself as well as knowing when to pivot in a conversation.

• 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.

• Experience proactively guide customers through their 1Password lifecycle through email, webinars, and customized sessions; making prescriptive recommendations and helping customers achieve their desired outcomes and ensure high adoption rates across their book of business. 

• Follows defined outreach and follow-up communication processes managing data and activity of customers in tandem with the Onboarding and Account management teams; and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately.

• Previously supported customers through the annual renewal process, following defined process to engage with customers early, and support in closing out renewals on a timely basis with customer satisfaction and retention in mind.

• Previous experience with a CRM like Gainsight is a plus.

• Optional: You have personal experience with 1Password or another password manager. While not required, it’ll help you quickly have confidence in this role.

What you can expect in Month 1:

• Get to know the product, our culture, the Customer Success processes, and the people you'll be working with.

• Learn Salesforce, 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 small sized customer through an intro discussion in our Customer Success process.

What you can expect by Month 3:

• Can guide a customer through multiple levels of the defined Customer Success process, using your product expertise to educate, provide feedback, and discover opportunities to upsell or expand, while driving value for the customer.

• Proactively report on customers’ needs and valuable feedback so the marketing and product teams can accurately reflect messaging and prioritize the right projects to improve the product.

• Build and maintain a healthy account book of customers.

What you can expect by Month 6:

• Have developed your best personal approach and rhythm, analyzed the Customer Success processes to maximize your customer engagement, and begun collaborating with cross-functional peers in internal teams.

• Contributes to the success of the Customer Success team in an ongoing capacity through team goals and metrics (including operational, NPS, revenue, and performance metrics).

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 

> 🧠 Complimentary Headspace 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 DEI&B programs and ERGs

> 🏠 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 nextbit@agilebits.com 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

When you apply for a position, refer a candidate, or are being considered for a role at AgileBits, Inc. (dba 1Password, 1Password, we, us, or our), your information is stored in Lever, in accordance with Lever's Service Privacy Notice. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background.

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 [dpo@1password.com].

When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how we use or process your information, or if you would like to ask to access, correct, or delete your information, please contact our privacy team at [dpo@1password.com] or through 1Password Support.