Manager, Customer Onboarding

About 1Password:

Our Onboarding team is responsible for understanding the relationships and desired outcomes uncovered during the sales process, building a launch plan for success, and helping customers get the most out of 1Password.

As Manager, Customer Onboarding, you will support Onboarding team members by providing coaching and guidance to achieve their individual and team goals.

The Manager, Customer Onboarding is continuously evolving as the business learns and grows. Adaptability, clear communication and a desire to build will be crucial for success in this role.

What we're looking for:

• Demonstrated progressive experience in the implementation / customer success function (ideally having spent time focusing on the SaaS and/or security space). At least 1 year of direct people leadership experience.
• Passion of coaching team members through their personal growth while maintaining high performance standards.
• Experience with managing customer implementations and relationships. A critical eye to customer training sessions, in particular, with the proven ability to optimize and evolve these sessions proactively through a solution-focused mindset. 
• Strong communication and training skills over email, phone, and video. Collaborating cross-collaboratively and working with individuals and customers 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.
• Someone who works well with internal teams, balancing team and customer’s success with company needs and opportunities.
• Energized by the thought of building a team, strategizing, creating process, and being a player-coach when needed
• Build and foster a strong and supportive team culture.
• Familiarity with the acronyms SCIM, AD, CLI, SSO, and SaaS.
• A proven track record in onboarding and customer success.
• Feedback, learning, and growing are some of your favorite words.
• 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:

• You’ll get to know the product, our culture, the Onboarding processes, what and how we track and report, and the people you'll be working with.
• Coach team members and streamline processes related to how we train customers, build rapport, and put plans in place that influence the broader Customer Success metrics and processes.
• Support team members in hitting their monthly and quarterly targets.
• Allocate and assign day-to-day tasks to team members according to best fit and skills for the job. Help guide team members to ensure the work is done well.
• Report on team member performance and mission-related objectives.
• Orient new team members and assist ongoing team members with continually improving job performance.
• Hold regular team meetings and provide tips and training for the team to achieve a competitive edge in the industry.
• Interviewing candidates and making hiring decisions.
• Preparing and delivering reports to senior management.
• Attending internal meetings with key stakeholders and sharing pertinent information across the team.
• Engaging, supporting and navigating our customers and internal teams through high-priority issues and escalations.
• Maintaining, updating and communicating departmental processes and changes.
• Provide coaching and guidance to support team members’ skills and professional development.

USA-based roles only: The Annual base salary for this role is between $102,000 USD and $138,000 USD and is commission eligible. The role is also eligible for 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 $102,000 CAD and $138,000 CAD and is commission eligible. The role is also eligible for 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.

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 DEIB programs and ERGs and ECGs

> 🏠 Fully remote environment

> 🏆 Peer-to-peer recognition through Bonusly

You belong here.