Remote Job
Customer Success Associate
1Password- fullTime
- Posted : 2 years ago
Over 100,000 businesses and millions of people use 1Password to protect their most important information, and we believe those people – and the companies they work for – shouldn’t have to choose between security and productivity. We see security as a human challenge, rather than a technological one. It’s hard work, but our mission has always been to ease the tension between security and convenience and help people navigate the digital world without fear or friction. Human-centric security is part of our DNA, but human-centricity is also the backbone of our culture. We encourage big ideas and new ways of working that help us to make the online world a safer place for everyone.
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.
The Customer Success Associate guides Teams and Business customers through established best practices by demonstrating an understanding of their structure and needs while guiding them throughout their 1Password lifecycle working closely with Onboarding and Account management. This individual acts as the customer champion and advocate, helping increase awareness of customer needs and priorities. We are currently looking for 2 Customer Success Associates, one to join our SMB team - working with some of our smaller customers, and one to work with our Mid-Market team.
This is a Remote opportunity within Canada, the US, and the UK.
What we’re looking for
- 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.
- CSA’s 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.
- Hands off cross-sell/upsell opportunities to Account managers and engages enthusiastic customers in advocacy initiatives such as 1Password Unlocked, case studies and product discussions.
- 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).
- 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 small, or mid-market 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 for whom you are the Success Manager.
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.
- 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.
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:
- 👶 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!)
- 🏦 A You Need A Budget membership
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.
