Sr Manager, Digital CS & Content

What we're looking for :

• 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.
• 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.

What you can expect :

• 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.

USA-based roles only : The annual base salary for this role is between $139,000 USD and $187,000 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 $137,000 CAD and $185,000 CAD and is commission-eligible.

The role is also eligible for 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 DEIB programs and ERGs and ECGs>

Fully remote environment>

Peer-to-peer recognition through Bonusly