[Hiring] Manager, Customer Success EMEA @1Password

Role Description

As a Team Manager of Customer Success for the growing EMEA region, you’ll play a pivotal role in coaching and developing your team to achieve individual and collective goals tied to growth, revenue retention, and customer satisfaction.

• Collaborate with your direct reports to refine processes, elevate performance, and support their professional development within 1Password.
• Continuously track, analyse, and report on team performance, identifying opportunities for proactive engagement and areas for improvement.
• Facilitate regular team meetings, fostering alignment, collaboration, and knowledge-sharing across the team.
• Provide individualised coaching and guidance through regular 1:1s and ongoing performance discussions.
• Manage daily operations, including goal setting, task allocation, and performance management.
• Execute on team and department priorities in alignment with broader business objectives.
• Develop, retain, and motivate a high-performing team.
• Identify and implement process enhancements to improve efficiency, scalability, and the overall customer experience.

Qualifications

• Proven background with 6+ years in the security or SaaS industry, successfully managing customers of all sizes to drive adoption, retention, and growth.
• At least 3+ years of demonstrated success in building and leading high-performing teams while fostering a strong, supportive team culture.
• Adept at managing internal projects, resolving escalations, and balancing team, customer, and company needs.
• Passionate about uncovering customer needs through strong, open-ended questions.
• Skilled at partnering with internal teams to align on goals and solutions.
• Strong communication and interpersonal skills with a proven ability to positively influence others and build lasting relationships.
• Quick to adapt to new environments, independently learn tools and processes, and tackle challenges with a solution-focused mindset.
• Experienced with Salesforce, Gainsight, and other Customer Success tools.
• Familiarity with 1Password or other password managers is a plus.

Requirements

• Monitor customer satisfaction and loyalty through Customer Net Promoter Score (NPS).
• Track customer retention and attrition to gauge overall satisfaction and long-term engagement.
• Assess growth through upsell and cross-sell opportunities with existing customers.
• Monitor usage trends and adoption rates to ensure customers are deriving maximum value from the product.
• Evaluate the number and impact of strategic initiatives and interactions with key accounts.
• Measure the effectiveness of proactive risk identification and mitigation to ensure customer success and retention.

Benefits

• Maternity and parental leave top-up programs.
• Competitive health benefits.
• Generous PTO policy.
• RSU program for most employees.
• Retirement matching program.
• Free 1Password account.
• Paid volunteer days.
• Peer-to-peer recognition through Bonusly.
• Remote-first work environment.