Customer Operations Manager

About 1Password

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.

We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged at 1Password—it's an essential part of how we will be successful at 1Password.

Our approach to remote work

We believe in the power of remote work, but recognize that in-person connection is important to help us achieve our mission. While we are a remote-first company, travel for in-person engagement is a part of almost all roles, and we require our employees to be ready and willing to take part. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events.

What we offer

We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer:

Health and wellbeing

👶 Maternity and parental leave top-up programs

🩺 Competitive health benefits

🏝 Generous PTO policy

Growth and future

📈 RSU program for most employees

💸 Retirement matching program

🔑 Free 1Password account

Community

🤝 Paid volunteer days

🏆 Peer-to-peer recognition through Bonusly

🌎 Remote-first work environment

*Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.

You belong here.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at [email protected] and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.

1Password uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See here for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this form. For additional information see our Candidate Privacy Notice.