Customer Success Manager, SMB

New

1PasswordCybersecurity SaaS

This is a remote opportunity within the US.Full-TimeMiddle

Salary$88,000 USD and $123,000 USD, and is commission-eligible.

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Job Details

Experience: 3+ years
Required Skills: CybersecuritySalesforceAccount ManagementCustomer SuccessSaaS

3+ years of Customer Success experience in SaaS, preferably in cybersecurity or enterprise technology.
Demonstrated success meeting or exceeding retention, adoption, and engagement KPIs.
Experience managing SMB accounts and supporting renewal processes.
Demonstrated ability to identify upsell opportunities and collaborate with Sales.
Strong skills in account lifecycle management and structured success planning.
Proficiency in CRM platforms such as Salesforce and Gainsight (or equivalent).
Strong written and verbal communication skills.
Foundational understanding of cybersecurity principles, especially Identity & Access Management.
Ability to leverage AI tools to enhance workflows and customer insights.
Collaborative, coachable, and adaptable in a fast-paced environment.
Must be able to travel occasionally for offsites, quarterly meetings, and customer events.

Manage a portfolio of SMB customers (101–500 employees).
Develop and execute Success Plans aligned to customer objectives and security goals.
Build strong relationships with IT leaders, security champions, and key decision-makers.
Lead executive business reviews, success check-ins, and lifecycle engagements.
Increase product activation, feature adoption, and engagement across accounts.
Own gross and net revenue retention across the portfolio.
Identify expansion opportunities and partner with Account Executives for upsell.
Maintain accurate customer records and forecasting inputs within Salesforce and Gainsight.
Act as the voice of the customer internally to support product improvements.

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