Customer Success Representative

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.

The Customer Success Representative develops an understanding of the Customer Success processes and applies that knowledge to help 1Password customers get the most out of our tool, by understanding their structure and needs while guiding them throughout their 1Password lifecycle. This team member will work closely with other teams to support our growing customer base and acts as the customer advisor. They are the customer’s champion and advocate managing reactive and proactive check-ins to help their book of clients identify and achieve their desired outcomes with 1Password.

This is a Remote opportunity within Canada.

What we’re looking for:

• Experience working with customers and strong communication skills over email, the phone, or even a video call. Presenting and speaking to new people each day excites you.
• Organized and adaptable – you can stay on track with your day and love to identify insights to improve your workflow!
• Someone who works well with teammates and internal teams, balancing individual customer’s success with company needs and opportunities.
• A knack for learning technical things and quickly adapting to new environments. Since 1Password is remote, it’s important to be independent in your research, but also have the humility to ask for help when you aren’t sure about something.
• The thought of tracking minute details doesn’t make you cringe 🙂 and you’re able to organize yourself and your tasks so customers don’t get missed or dropped.
• Feedback, learning, and growing are some of your favorite words.
• Familiarity with customer success tools and platforms, such as Salesforce, Gainsight, or Zendesk, 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 our email tool and CRM, 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 communicating with customers to respond to their inquiries in a timely manner

What you can expect by Month 3:

• Can run consultation calls with a customer, providing guidance to meet customer concerns and suggestions to help drive value for their team, you’ll begin to understand where to spot opportunities and growth within our customers
• Track customers’ needs and valuable feedback so the marketing and product teams can accurately reflect messaging, prioritize the right projects to improve the product.
• Assist our smaller customers in their annual renewals, you’ll help to address any customer concerns and ensure they have the tools that they need for the year ahead

What you can expect by Month 6:

• Have developed the best personal approach and rhythm and begun collaborating with cross-functional peers in internal teams.
• Working with your team, you assist in continuing to develop our tech-touch strategy and sharing valuable feedback to improve our process

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

> 📈 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!)

> 🤝 Paid volunteer days

> 🌎 Employee-led DEI&B programs and ERGs

> 🏠 Fully remote environment

> 🏆 Peer-to-peer recognition through Bonusly