Senior Customer Success Manager, Commercial; German

1

Password is growing faster than ever. 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 and the Utah Mammoth.

About 1

Password

At 1

Password, 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 Extended 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 1

Password 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.

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 Manager guides customers through established best practices by demonstrating an understanding of their structure and needs while guiding them throughout their 1

Password lifecycle working closely with Onboarding and Account Executives. This individual acts as the customer champion and advocate, helping increase awareness of customer needs and priorities. Customer retention is a key focus for this team member, supporting our customers in seeing the value of their investment with 1

Password, and driving towards their adoption goals through proactive and reactive customer engagement.

This is a remote opportunity in the UK.

• Must communicate in English and German fluently and in written form.
• A proven track record with a minimum 4+ years experience managing a book of business in a SaaS or Tech Customer Success role servicing customers through strategic calls and engagement.
• Effective communication skills over email, the phone, or even a video call. Presenting and speaking to new people each day excites you. Your style is concise yet empathetic… with a balance of teaching and listening/learning yourself as well as knowing when to pivot in a conversation.
• Demonstrated experience in supporting individuals and businesses in effectively utilizing software to enhance productivity and efficiency. You’re passionate about discovering what a team needs in their workplace, and you ask Insightful open-ended questions that help you learn more about them. You enjoy translating technical terms for customers who find technology confusing or intimidating.
• Experienced in collaborating with C-Level executives and skilled in navigating diverse stakeholder needs to identify and drive value realization.
• Guiding customers through their lifecycle through email, webinars, and customized sessions; making prescriptive recommendations and helping customers achieve their desired outcomes and ensure high activation rates across their book of business.
• Follows defined outreach and follow-up communication processes managing data and activity of customers in tandem with the Onboarding and the Account Executive teams; and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately.
• You have experience managing revenue retention - supporting your customers to drive tool adoption and prevent within your book of business. You are also experienced in proactively identifying opportunities for growth, partnering with Sales counterparts for expansions.
• Optiona…