1Password · 20 hours ago

Sr Manager, Digital CS & Content

United States

Full-time

Remote

Senior Level

$139K/yr - $187K/yr

7+ years exp

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Cyber SecurityInformation Technology

Comp. & Benefits

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Responsibilities

With guidance from the Director of Customer Success, create content to support the Digital Customer Success annual strategy, objectives, and roadmap to address digital customer success needs.

Develop and deliver digital initiatives to improve the effectiveness and efficiency of conversion, activation, growth and retention for 1Password customers, including:

Digital customer journey and experience.

Webinar content to drive best practices and adoption.

Go-to-market (GTM) and/or customer activation campaigns, including collaboration with Marketing, Product, Data Teams, and Sales Operations.

Enhance and augment digital experience for CSM-led customers.

Collaborate cross functionally to align the digital experience across email, in-app, the customer portal, Product feedback, etc. for a cohesive customer experience.

Help create a world-class first 30 day experience for our end-users. One that is grounded in amazing onboarding, getting users to our “aha” moment faster and demonstrates enough value to drive conversion and 90 day retention.

Design, evaluate, and measure digital programs and content against internal targets for continuous improvement

Leverage data and analytics to develop, lead, and measure results for GTM growth and retention-related initiatives, programs, and campaigns.

Build upon our existing foundation of customer resources to create a vast and comprehensive library of content, webinars and short tutorials that allow customers to get the help they need in a true self serve way.

Drive and live with experimentation. Bring what we’re learning, seeing and hearing from customers and making tweaks to the process to find a more efficient/better way to support customers through it or to eliminate it altogether.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer retention managementDigital Programs experienceTechnical SaaS knowledgeEmail campaignsWebinars/eventsContent creationCustomer experience improvementData analytics1Password experienceManagerial experience

Required

7+ years of experience in a customer facing roles with 2+ years of experience managing people/teams that are accountable for customer retention.

Demonstrated progressive experience with Digital Programs, Customer Marketing, or related experience with a technical SaaS or subscription software service.

Rich knowledge of the security space with a deep understanding of best practices for what businesses and users need.

Track record with email campaigns, in-app experience, webinars/events and certifications.

Excellent cross-functional leadership, collaboration and communication skills, with experience influencing strategy and aligning execution across organizations in a fast-paced, high-growth environment in mid-sized or large organizations (i.e., 500+ employees).

Expert-level analytical skills, using data to inform product/service decisions that eliminate redundant tasks, improve the customer experience and drive growth.

Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans.

Preferred

It’s a bonus if you have personal experience with 1Password or another password manager. While not required, it’ll help you quickly gain confidence in this role.

Also a bonus if you’ve managed other managers.