1password - Director, Implementations and Onboarding, EMEA

• 10 years in a pre- or post-sale capacity SaaS role. Ideally with broad experience across the customer lifecycle. • 5+ years experience in a role managing customer and internal projects. Ideally having spent time focusing on the SaaS and/or security space. • 5+ years in building and leading teams, including coaching, performance development, and feedback in a post-sale implementation and onboarding environment. • A proven track record in successful implementations, planning, and enabling cross-functional teams to unlock sales opportunities. • Deep experience building and executing a cohesive customer journey framework with key milestones and seamless handoffs. • Familiarity with onboarding and implementation tooling, including project management, customer communication, and progress-tracking systems, with an interest in improving workflows and adoption over time. • Bonus: Personal experience with 1Password or another password manager. • BUILD & SCALE A HIGH-PERFORMING TEAM • Build, hire and develop a team of high performers, setting clear expectations tied to pipeline goals and creating clear growth paths to support long-term team scalability. • Lead cross-functionally through influence as well as authority, enabling alignment and accountability across teams that do not directly report into this role. • Foster a culture of ownership, experimentation, and performance, with a strong bias toward business impact. • Champion change by leading teams with empathy and confidence, helping individuals navigate ambiguity without losing momentum or morale. • DATA & TECHNICAL ACUMEN • Intrigued by data, with hundreds of thousands of customers, you’ll need a mix of data driven insights and hands-on customer attention. • Familiarity with the initialisms and acronyms like APIs, OIDC, SAML, SCIM, AD, CLI, SSO, and SaaS. • Able to connect technical understanding to customer outcomes and team enablement. • Strong relationship management skills with both customers and internal partners. • Thrives in cross-functional collaboration, balancing team and customer success with broader company priorities. • Naturally curious and solution-focused, with the ability to navigate ambiguity and evolving needs. • Passionate about understanding individual customer needs, asking thoughtful, open-ended questions, and adapting your approach accordingly. • COMMUNICATION & ENABLEMENT • Excellent communication, coaching, and live training skills across email, phone, and video. • Leads conversations with empathy and clarity, balancing teaching with listening and learning. • Confidence facilitating discussions, driving alignment, and influencing outcomes across diverse audiences. • What you can expect: • LEARN & BUILD CONTEXT • Develop a deep understanding of the 1Password product, our culture, and the Implementation and Onboarding and Customer Success motions. • Learn how we track, measure, and report success, and build strong relationships with the people and teams you’ll partner with. • LEAD & DEVELOP THE TEAM • Lead, mentor and support team members in achieving monthly and quarterly goals. • Help build and expand the existing Implementation and Onboarding processes, communication, and rituals. • Support leaders and team members in hitting their monthly and quarterly targets. • Report on team member performance and mission-related objectives. • Orient and onboard new team members and assist ongoing team members with continually improving job performance. • Hold regular team meetings to drive alignment, share updates, and build a competitive edge in the industry. • Interview candidates and make hiring decisions that contribute to building a world-class team. • Streamline and evolve processes to improve execution, rapport-building, and customer outcomes. • Allocate and assign day-to-day tasks to team members according to best fit and skills for the job. Help guide and follow through with team members to ensure high quality outcomes. • Act as an internal project sponsor for your team by supporting, communicating, and practicing a “Working Out Loud” methodology for alignment, transparency, and shared learning. • Prepare and deliver reports to senior management including, including visibility into customer status and team performance. • SUPPORT CUSTOMERS & ESCALATIONS • Engage with customers and internal teams to support high-priority issues and escalations, helping navigate challenges to resolution. • Ensure departmental process updates and changes are documented, maintained and communicated. • This posting is for an existing vacancy. • 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 https://blog.1password.com/inside-the-culture-powering-1passwords-next-chapter/. 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. • 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. Embracing the future of AI isn't just encouraged—it's an essential part of how we will be successful at 1Password. • This approach extends to our hiring process—candidates are welcome to use AI tools responsibly and thoughtfully during the application process. • 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. This includes things like: department-wide offsites, quarterly department meetings and periodic customer events. These events are typically held in varying locations across Canada, USA and/or EMEA. In leadership roles, you can expect to travel once per month on average. • Note: All go-to market roles will have an in-person onboarding in Toronto.