Customer Success Manager, SMB

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
• 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.
• What you can expect:
• Manage Your Book of Business
• 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
• Lead executive business reviews, success check-ins, and lifecycle engagements.
• Increase product activation, feature adoption, and engagement across assigned accounts by focusing on business outcomes.
• 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.
• Operate with Discipline
• Maintain accurate customer records, forecasting inputs,

Benefits

Additional Information

1Password is growing. We've surpassed $400M in ARR and we're continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing. About 1Password At 1Password, we're building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Unified Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world's most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work. If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future. As a Customer Success Manager, you manage a portfolio of SMB customers, driving product adoption, customer satisfaction, and revenue retention. You 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 act as a trusted partner to customer stakeholders, proactively supporting activation, mitigating risk, and identifying growth opportunities in partnership with Account Executives. How we're using AI today Across GTM, we're transforming the way we work with AI. We expect every seller, CSM, and team member to become a power user, using it daily to work smarter and move faster. AI is already embedded in how we operate - from real-time coaching that sharpens how we sell and interact with customers, to surfacing insights that help us anticipate needs - creating more time for meaningful customer engagement. If you're excited to reshape how you think, make decisions, and drive growth with AI, you'll feel right at home here. This is a remote opportunity within the US.

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