1Password
Customer Success Manager, SMB
Remote CSM - SMB role with clear candidate location fit.
PostedJun 25, 2026
Eligible countries60 accepted countries
Seniority signalLead
Work settingRemote
Accepted candidate locations
Role overview
Customer Success Manager, SMB
Requirements and responsibilities
Readable role content extracted into sections for faster review.
Details
- 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 & CompetenciesAccount 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.
- 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.
- 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.
- Manage Your Book of BusinessManage 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.
- 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 RealizationLead 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.
- 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 & GrowthOwn 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.
- 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 DisciplineMaintain accurate customer records, forecasting inputs, and success tracking within Salesforce and Gainsight.Follow defined outreach cadences and engagement workflows.Surface customer feedback, feature requests, and risk indicators to internal teams.
- Maintain accurate customer records, forecasting inputs, and success tracking within Salesforce and Gainsight.
- Follow defined outreach cadences and engagement workflows.
- Surface customer feedback, feature requests, and risk indicators to internal teams.
- Collaborate Cross-FunctionallyPartner with Sales, Solutions, Onboarding, CX, and Marketing to ensure cohesive customer engagement.Act as the voice of the customer internally to support product and process improvements.Contribute to team metrics including NPS, activation, retention, and operational performance.
- Partner with Sales, Solutions, Onboarding, CX, and Marketing to ensure cohesive customer engagement.
- Act as the voice of the customer internally to support product and process improvements.
- Contribute to team metrics including NPS, activation, retention, and operational performance.
- 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.
- 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.
- 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.
- Maintain accurate customer records, forecasting inputs, and success tracking within Salesforce and Gainsight.
- Follow defined outreach cadences and engagement workflows.
- Surface customer feedback, feature requests, and risk indicators to internal teams.
- Partner with Sales, Solutions, Onboarding, CX, and Marketing to ensure cohesive customer engagement.
- Act as the voice of the customer internally to support product and process improvements.
- Contribute to team metrics including NPS, activation, retention, and operational performance.
Month 1: Onboarding & Foundation
- Develop fluency in 1Password’s product suite and Customer Success methodology.
- Gain proficiency in Salesforce, Gainsight, and renewal tracking processes.
- Shadow customer check-ins and onboarding engagements.
Month 3: Portfolio Ownership
- Independently manage a portfolio of Commercial accounts.
- Lead customer check-ins and drive measurable improvements in product adoption.
- Identify renewal risks and collaborate on mitigation plans.
- Surface early expansion signals in partnership with Sales.
Month 6: Performance & Impact
- Consistently achieve gross retention and adoption targets.
- Demonstrate strong forecasting accuracy and renewal management.
- Build durable customer relationships that support long-term growth.
- Contribute insights that improve team processes and customer experience.
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