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 Onboarding team is responsible for understanding the relationships and desired outcomes started during the sales process, building a launch plan for success, and helping customers get the most out of 1Password.
As a Customer Onboarding Manager, you’ll be helping our customers harness the full potential of 1Password by working with teams within 1Password as well as the client company to support them in a smooth implementation of 1Password while providing them with an exceptional customer experience. In this role you will be responsible for managing the communications between 1Password and the customer, and ensuring a timely implementation process.
This is a remote opportunity within Canada and the US.
What we’re looking for:
- 5 years of experience in a Customer Success or Project Management function; Onboarding, Implementation, Account Management, Professional Services or equivalent B2B SaaS experience.
- Strong communication and training skills over email, phone, and video. Presenting and speaking to new people each day excites you. Your style is concise and empathetic – with a balance of teaching and listening/learning yourself, as well as the ability to lead a conversation.
- Experience with and passion for helping people or businesses use software to be more productive and efficient. You’re passionate about discovering a team’s needs, 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.
- A proven track record in onboarding or implementing multiple client projects ranging in size and complexity.
- Conceptual or functional understanding of Project Management methodologies and/or Implementation frameworks.
- Familiarity with the acronyms SCIM, AD, CLI, SSO, and SaaS.
- Feedback, learning, and growing are some of your favorite words and you advocate for this in others. A keen interest in growing within Customer Success; whether that be into a leadership role, additional CS departments or more!
- Someone who works well with internal teams, balancing individual customer’s success with company needs and opportunities.
- A knack for learning things on your own 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.
- It’s a bonus if you have personal experience with 1Password or another password manager. While not required, it will allow you to quickly gain confidence in this role.
What you can expect:
- Month 1
- Get to know the product, our culture, the Onboarding processes, and the people you’ll be working with.
- Learn our CRM, what and how we track, and keep customer information and project tracking updated.
- By the end of the first month, you’ll be able to onboard a small-sized customer through at least one level of the defined Customer Success process.
- Month 3
- Can independently onboard a small-medium sized customer through multiple levels of the defined Onboarding process.
- Supporting existing customers with advanced and ongoing training needs.
- Proactively report on customers’ needs and sharing valuable feedback to enhance and improve processes and the product.
- Month 6
- Lead large customers through multiple levels of the Onboarding process.
- Maximize customer engagements and collaborate with cross-functional peers to ensure a successful launch, long-term engagement, and wall-to-wall adoption.
- Onboard customers, build rapport, and put success plans in place that influence the broader Customer Success metrics and processes.
- Collaborate with team members and cross functionally to improve processes internally and externally, acting as a voice-of-the-customer across the organization.
- Partner with leadership to coach fellow team members through their day to day organization, customer strategy and proactively pitch new ideas.
USA-based roles only: The Annual base salary for this role is between $75,000 USD and $101,000 USD, plus immediate participation in 1Password’s benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
Canada-based roles only: The Annual base salary for this role is between $71,000 CAD and $97,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
At 1Password, we approach each individual’s compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.
We believe in the power of remote work, but we also recognize that some in-person connection with team members and customers is important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. This may include but is not limited to bi-annual department-wide offsites, quarterly department meetings and periodic customer events. These events will typically be held in varying locations across Canada and the USA. In leadership roles, you can expect to travel once per month on average.
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
> Wellness Coach 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
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