1password - Senior Customer Success Manager

• 6+ years in a customer-facing, consultative, or technical role in SaaS – Customer Success, Solutions Engineering, Technical Account Management, or IT/security leadership. • Demonstrated track record of exceeding retention, adoption, and expansion outcomes; experience recognized with performance distinction is a plus. • Proven ability to run executive business reviews with VP and C-suite stakeholders. • Background in cybersecurity, IAM, identity security, or enterprise IT preferred; former 1Password power user is a strong plus. • Strategic success planning and multi-threaded stakeholder management across a complex portfolio. • Commercial acumen: independently qualifies, advances, and documents expansion opportunities; manages negotiations without oversight. • Designs and applies AI-assisted workflows to commercial execution; documents use cases in a shareable format. • Strong Gainsight and Salesforce hygiene; consistent forecasting discipline. • Highly autonomous; manages complex accounts without requiring managerial direction. • Commercial thinker who connects customer outcomes to expansion potential naturally. • Strong executive presence – adapts messaging across technical, operational, and C-suite audiences. • Elevates teammates through knowledge sharing and informal mentorship. • What you can expect: • OWN AND GROW YOUR BOOK OF BUSINESS • Independently manage a portfolio of moderately to highly complex accounts – adapting success plans to each customer’s context without manager guidance. • Maintain full success plan coverage; produce documented best practices and playbooks, applied broadly across accounts with measurable KPI improvement. • Proactively identify and mitigate renewal risks; close risk CTAs with a high rate of success within defined timeframes. • DRIVE ADOPTION & VALUE REALIZATION • Achieve strong Executive Sponsor attendance in EBRs across segments; EBRs are value-driven, data-backed, and consistently advance renewal confidence. • Maintain commercial intelligence across strategic accounts – budget cycles, org changes, compliance mandates, and stack rationalization. • Translate advanced 1Password capabilities into clear outcomes for VP and C-suite stakeholders; tie adoption to measurable ROI and long-term advocacy. • LEAD REVENUE RETENTION & EXPANSION • Achieve strong amendment and renewal upsell win rates; proactively source and advance expansion opportunities with documented context. • Maintain forecasting hygiene with minimal blank or unmodified renewals approaching subscription end. • OPERATE WITH STRATEGIC RIGOR • Manage commercial objections, renewal negotiations, and competitive conversations independently – without escalation for standard to complex scenarios. • Build and present business cases to customer champions; advance deals with enough depth to move through the pipeline with AE alignment. • ACT AS A TRUSTED SECURITY ADVISOR • Deep working knowledge of the full 1Password product suite; design tailored success journeys connecting feature adoption to measurable business outcomes. • Incorporate regulatory context, breach patterns, and competitive dynamics into EBRs with confidence. • Design and share AI-assisted workflows with teammates in a replicable, documented format. • COLLABORATE & ENABLE • Lead joint account planning with your AE; cited by AEs as a proactive commercial collaborator who improves deal outcomes. • Mentor Level B CSMs through call shadowing, ad hoc coaching, or onboarding support. • Lead or co-lead cross-team initiatives; contribute tools or improvements adopted by peers. • MONTH 1 – ONBOARDING & FOUNDATION • Develop fluency in 1Password’s full product suite, CS methodology, and commercial motion. • By the end of Month 1, you will independently manage customer touchpoints and demonstrate clear understanding of renewal drivers across your portfolio. • MONTH 3 – PORTFOLIO OWNERSHIP • Full ownership of your book with consistent EBR cadence and expansion sourcing. • By Month 3, you are meeting key performance targets and expansion leads are flowing to Sales with documented context. • MONTH 6 – STRATEGIC IMPACT • Operating at full commercial autonomy; contributing to team practices and mentoring peers. • By Month 6, you are achieving top-tier customer satisfaction and recognized as a reliable commercial collaborator by your AE and cross-functional partners. • UK-based roles only: The annual base salary for this role is between £73,000 GBP and £106,000 GBP, and is commission-eligible. This role is also eligible for immediate participation in 1Password's benefits program (health, dental, pension, 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. • 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. To us, this means we do ask that you join live interviews without using AI tools so we can get to know how you communicate, solve problems, and collaborate with others. • 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.