Responsibilities
- Design, launch, and continuously improve digital customer journeys across onboarding, activation, adoption, expansion, and renewal.
- Develop targeted campaigns that help customers move from trial to meaningful product adoption and guide them toward the right next step.
- Draft, edit, and optimize customer-facing email campaigns, connecting them with education resources and other digital experiences.
- Use customer signals, milestones, and behaviors to identify moments of friction or opportunity and create timely interventions.
- Monitor campaign performance through metrics such as engagement, activation, product usage, retention, and expansion; use experimentation and cohort analysis to improve results.
- Partner with Data and Analytics teams to support dashboards and reporting, then use those insights to make informed recommendations.
- Collaborate with Product, Customer Success, Marketing, Operations, and Content partners to keep programs accurate, useful, and aligned with the customer journey.
- Use tools such as Gainsight, Salesforce, marketing automation platforms, and AI solutions to increase campaign quality, testing speed, and operational efficiency.
Requirements
- Bring experience in Digital Customer Success, Customer Marketing, Lifecycle Marketing, Growth Operations, Customer Success Operations, or Product-led Growth within a Software as a Service (SaaS) environment.
- Have owned or significantly contributed to lifecycle or digital customer programs with measurable impact.
- Write clear, engaging customer-facing communications and adapt messaging for different audiences and customer needs.
- Interpret customer and product usage data, identify patterns, and turn insights into practical campaign and journey improvements.
- Work effectively across Customer Success, Product, Marketing, Data, Operations, and Content teams while navigating changing priorities and building new programs from the ground up.
Nice to Have
- Experience using artificial intelligence (AI) tools to accelerate campaign development, analysis, experimentation, or content creation.
- Experience with 1Password, cybersecurity, or a similar technology product.
Benefits
- Health, dental, 401k (USA) / RRSP (Canada)
- Generous paid time off
- Equity grant
- Participation in incentive programs (where applicable)
- Maternity and parental leave top-up programs
- RSU program for most employees
- Retirement matching program
- Free 1Password account
- Paid volunteer days
- Peer-to-peer recognition through Bonusly
- Remote-first work environment
How we’re using AI today
Across GTM, we’re transforming the way we work with AI. We expect every seller, CSM, and team member to become a power user, using it daily to work smarter and move faster. AI is already embedded in how we operate – from real-time coaching that sharpens how we sell and interact with customers, to surfacing insights that help us anticipate needs – creating more time for meaningful customer engagement.
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.
How we work with AI
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.
Our approach to work
We recognize the power of both in person collaboration and remote work. Some roles are designated as remote-first, with an expectation that individuals work from their homes majority of the time, while others are designated as in-office roles, with an expectation of being on-site on a regular basis. We recognize that certain roles benefit from regular, in-person connection to support collaboration, team cohesion, and customer engagement. For all roles, occasional travel may be required.
Additional Information
- Remote work from home country
- Occasional travel required (e.g., department offsites, quarterly meetings, customer events in Canada, USA, EMEA)
- In-person onboarding in Toronto for go-to-market roles
- Background check required (prior employment verification, reference checks, education confirmation, criminal background, social media, credit history)
- AI/ML used in recruitment screening with opt-out option
