Customer Success Manager
•DiligentcorporationHybrid· 6h
🎧 Support⏰ Full-time🎯 Lead / Principal🇳🇿 Auckland, New Zealand
6h ago
1Password·12 days ago
1Password is growing. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing.
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 Unified 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 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work.
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.
As a Principal Customer Success Manager, you own and lead a portfolio of highly strategic Enterprise accounts (2,501+ employees), driving executive alignment, long-term value realization, and durable net revenue retention. You operate as a senior security advisor to CISOs and executive leadership teams, aligning 1Password’s Extended Access Management strategy to customers’ broader Identity and Access Management, Zero Trust, and enterprise security frameworks.
You influence multi-year account strategy, shape complex renewals and expansions, and serve as a thought partner internally and externally. In addition to portfolio ownership, you elevate Customer Success practices through mentorship, strategic initiatives, and cross-functional leadership.
This is a remote opportunity within Canada and the US.
What we're looking for:
10+ years of Customer Success, Technical Account Management, or Enterprise Account Management experience in SaaS, preferably within cybersecurity, Identity & Access Management, or enterprise security platforms.
Proven track record of owning and exceeding net revenue retention targets across large Enterprise accounts.
Demonstrated success managing complex, global accounts with multi-million dollar ARR and multi-year agreements.
Experience delivering executive-level forecasts and portfolio insights to senior leadership.
Demonstrated success driving strategic upsell and cross-sell initiatives across global organizations.
Experience engaging directly with CISOs and executive security stakeholders in consultative discussions.
Advanced Skills & Competencies
Enterprise account strategy, executive stakeholder alignment, and multi-year value realization planning across complex global organizations.
Deep commercial acumen with demonstrated ownership of NRR, expansion pipeline influence, and large-scale renewal orchestration.
Executive presence with the ability to confidently lead C-suite conversations and influence enterprise security strategy.
Advanced understanding of Identity & Access Management, Zero Trust architecture, access governance, and modern enterprise security frameworks.
Ability to articulate how Extended Access Management integrates within broader enterprise security ecosystems (e.g., SSO, MFA, lifecycle management, device trust).
Operational rigor in forecasting, executive reporting, health scoring, and portfolio risk analysis; advanced proficiency in Salesforce, Gainsight (or equivalent CSP), and enterprise productivity tools.
Exceptional written and verbal communication skills with the ability to synthesize complex technical and strategic information into clear executive narratives.
Demonstrated ability to leverage AI tools for strategic research, executive brief preparation, customer health modeling, and workflow optimization.
Strong leadership presence, mentoring capability, and ability to influence without authority across cross-functional teams.
Resilient, strategic, and outcome-oriented in high-growth, fast-paced enterprise environments.
Responsibilities:
Own & Orchestrate Strategic Enterprise Accounts
Manage a portfolio of high-value Enterprise customers with complex stakeholder environments.
Develop and lead multi-year Success Plans aligned to executive security priorities and digital transformation initiatives.
Build and sustain multi-threaded relationships across CISO, CIO, IT, Security, Risk, and executive leadership teams.
Establish 1Password as a strategic pillar within the customer’s Identity and Access Management ecosystem.
Drive Executive-Level Value Realization
Lead executive business reviews and strategic roadmap alignment sessions.
Connect product adoption to measurable security posture improvements, risk reduction, and operational efficiency.
Influence customer security strategy through consultative guidance and industry-informed insights.
Lead Revenue Strategy & Complex Renewals
Own gross and net revenue retention across Enterprise portfolio.
Orchestrate complex, multi-year renewal strategies involving procurement, security, and executive stakeholders.
Identify and lead expansion opportunities across business units, subsidiaries, and global teams.
Partner with Account Executives on strategic account planning and large, multi-product growth motions.
Operate as a Strategic Leader
Deliver accurate executive-level forecasting and risk analysis.
Leverage advanced data insights to inform retention and expansion strategies.
Surface enterprise-level trends and customer intelligence to influence Product and GTM strategy.
Mentor Senior and Customer Success Managers, contributing to leveling, best practices, and performance excellence.
Shape Organizational Impact
Lead or contribute to cross-functional initiatives that improve NRR, enterprise adoption, and operational rigor.
Represent Customer Success in executive forums and cross-department strategy discussions.
Contribute to thought leadership content, industry events, or customer advisory boards when applicable.
What you can expect:
Develop deep expertise in 1Password’s enterprise security positioning and Extended Access Management strategy
Review Enterprise portfolio health, renewal landscape, and expansion opportunities.
Engage executive stakeholders within top accounts alongside Sales leadership.
Lead executive business reviews independently.
Own complex renewal strategies across Enterprise portfolio.
Influence measurable improvements in enterprise adoption and expansion pipeline.
Provide executive-ready forecasting and risk insights to leadership.
Consistently achieve or exceed Enterprise NRR targets.
Lead multi-year strategic account plans with measurable business outcomes.
Contribute to Customer Success methodology improvements and mentor team members.
Be recognized as a strategic security advisor internally and externally.
USA-based roles only: The annual base salary for this role is between $134,000 USD and $194,000 USD, and is commission-eligible. This role is also 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 $134,000 CAD and $194,000 CAD, and is commission-eligible. This role is also eligible for 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.
This posting is for an existing vacancy.
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.
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 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.