Customer Operations Manager

At 1Password, 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 175,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information.

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.

The 1Password Revenue Operations team is committed to building and maintaining an efficient go-to-market engine across people, process, and platforms. We deliver insights on business performance, act as custodians for our data, and drive our teams toward actionable outcomes.

Reporting to the Director of Revenue Operations, the Customer Operations Manager will be responsible for supporting the work of the Global Customer Success and Customer Support teams through expert execution and optimization of our Gainsight and Salesforce platforms.

This is a remote opportunity within Canada or the United States of America.

What we’re looking for:

• Minimum 3 years of hands-on experience with Gainsight and Salesforce administration.

• Certification with Gainsight NXT is an asset.

• Previous experience in a SaaS customer success environment is essential.

• Familiarity with tools such as Zendesk, Salesforce CPQ, Qualtrics and Gong is considered an asset.

• High level of proficiency with Excel and data analysis.

• Strong organizational skills; able to prioritize tasks and manage competing deadlines in an agile framework.

• Ability to thrive in a fast-paced, high-growth environment.

• Post-secondary degree or diploma in a business-related field.

What you can expect:

• Become the subject matter expert on our Gainsight implementation to support Customer Success and the broader GTM organization.

• Manage and optimize the customer operations tech stack, focusing on Gainsight and Salesforce.

• Drive the execution of the Customer Success operations roadmap, evolving playbooks, customer health scoring, adoption programs, and C360/Voice of Customer initiatives.

• Leverage Gainsight and Salesforce to introduce automation and orchestrations that improve efficiency across Customer Success, Support, and Account Management.

• Partner with CS, AM, and Support teams to deliver new capabilities, functionality, and supporting processes that improve the customer journey.

• Work cross-functionally with Marketing, Sales, and Product to ensure a seamless and unified customer experience.

• Manage and improve data integrations between Gainsight, Salesforce, and other business systems.

• Implement solutions to address scaling challenges in a hyper-growth environment.

• Create and maintain reporting on key Customer Success KPIs (e.g., health scores, adoption, churn risk, renewals, and support efficiency).

• Build a comprehensive and connected view of our customers across multiple data points (health, revenue, usage, renewals) to enable proactive engagement.

USA-based roles only: The annual base salary for this role is between $92,000 USD and $124,000 USD, plus 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 $87,000 CAD and $117,000 CAD, plus 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.

Our culture

At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first.

You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone . Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you’re looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results.…

Source: Jobspresso (https://jobspresso.co/job/customer-operations-manager/)