Account Specialist, Activation

The Account Specialist, Activation plays a crucial role in empowering our very small business customer base as they onboard, adopt, and realize value from 1Password. In this role, you’ll engage with a high volume of customers through a pooled portfolio model, delivering timely, high-impact assistance that drive successful deployment and activation of 1Password products.

You will address inbound customer requests professionally, host many training sessions to guide customers through configuration and best practices, and respond proactively to account health signals via intervention playbooks at key moments. Acting as a coach, and strategic advisor, you’ll help customers become more confident in using 1Password and direct them toward self-serve resources that accelerate their success.

This is a remote opportunity within the United States and Canada.

What we're looking for:

• 2+ years in a Customer success, Account Management, or related role preferably in a SaaS environment.
• Ability to thrive in a fast-paced environment and adapt to changing priorities and demands.
• You are a teacher at heart with the ability to distill technical or intricate systems into understandable and actionable insights.
• You are a detail-oriented, resourceful, and creative problem solver, never losing sight of the “why” behind the “what”.
• You are a team player, an effective collaborator, and a self-starter.
• Ability to context switch and manage multiple projects and customer engagements simultaneously.
• Ability to communicate effectively across written and verbal channels, tailoring messages for different audiences and segments.
• Strong interpersonal skills with a demonstrated ability in building customer relationships.
• Preferred: Experience with 1Password and/or cybersecurity related experience.
• Preferred: Experience with Salesforce, Gainsight etc. or related.

What you can expect:

• Support a large, pooled portfolio of customers, partnering closely with admins and account owners to understand their goals, guide deployment, and establish healthy usage habits that deepen activation of 1Password.
• Deliver high-impact, time-bound engagements across onboarding, activation, and value milestones, ensuring customers receive the right level of guidance at scale through our pooled portfolio model.
• Host and moderate many training webinars, guiding groups of customers though best practices, and configuration to support successful onboarding and activation at scale.
• Respond to inbound customer requests in a timely and professional manner, providing clear guidance, resolving issues efficiently, and ensuring a quality customer experience.
• Monitor customer health, addressing signals of risk or opportunity by executing the appropriate playbooks at key intervention points to drive successful outcomes.
• Act as a teacher, empowering and coaching customers to successfully launch and adopt core functionality, and use our self-serve resources.
• Surface trends, and common themes to help evolve and refine our digital/scaled engagement model.
• Champion the voice of our VSB customers, advocating internally for customer-informed product enhancements, features requests, and experience improvements
• Collaborate cross-functionally with internal teams such as Solutions, Growth, Renewals, Community, and Support to ensure customer needs are addressed quickly across their lifecycle.