Senior Director, Customer Success Management

1Password is growing faster than ever. 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 and the Utah Mammoth.

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 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.

Reporting to the VP of Customer Experience, the Sr. Director of Customer Success Management will play a vital role in the evolution of 1Password’s post-sale experience. In this role you will design, and operationalize a scalable, data-informed Customer Success strategy that drives retention, growth, and advocacy across all customer segments.

As a vital member of the GTM leadership team, you’ll lead our Customer Success Management team and Renewals team. You will bring deep expertise and a successful track record of managing customers across SMB, Commercial and Enterprise. You’re equal parts focused on customer experience and revenue with a track record of securing complex renewals across many industries and markets around the globe. You have a passion for up-leveling teams that drive growth through relationships, while using strategic thinking to turn customers into raving fans, ensuring strong utilization and limited churn risks.

What you can expect:

• Leading, growing and developing the Customer Success Management team by setting the strategy and prioritizing Objectives and Key Results (OKRs)

• Build and lead a world class team. Recruit and develop a high performing team of CSMs, first line and second line managers capable of excelling in a high growth scale up environment.

• Be the most knowledgeable person when it comes to the health of our existing customer business. You’ll need to be deep in the data, conducting your own analysis in order to find, measure and act to mitigate trends we’re seeing across more than 175k businesses. You’ll own identifying risks at the most micro and macro levels of our business.

• Expand revenue with accounts by identifying new use cases, seat expansion, and cross-sell opportunities through digital efforts and onsite QBRs

• Drive measurable improvements in product adoption, utilization and customer satisfaction (NPS/CSAT).

• Make a meaningful impact on contraction and churn by deploying program to help customers see value and achieve their business outcomes

• Develop and operationalize playbooks, success plans and key metrics for CSM teams in different customer tiers with different levels of customer touch; Create standardized frameworks for renewals and advocacy that enable consistent execution and scale.

• Representing the voice of the customer across the business, influencing internal stakeholders using qualitative and quantitative proof points to promote a customer-centric mindset across the organization

• Driving the customer success management organization to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments - Enterprise, Commercial, SMB.

• Partner closely with our Sales and Account Management teams to engage with leaders at prospective customers and existing customers to define goals and leverage our product and services to achieve them.

What we're looking for:

• 10+ years of Customer Success experience within the tech industry or in a fast-paced, global environment. Demonstrated progressive experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered

• Minimum of 5 years leading large-scale Customer Success organizations (50+ employees), including multiple layers of management.

• Proven success designing and scaling Customer Success organizations across a diverse portfolio, from SMB to Enterprise.

• Experience leading through managers, mentoring great talent and developing high-performing teams.

• The ability to architect service and support delivery models that align with current customer segments, deliver customer value and scale with growth projections

• Executive presence with the ability to engage and influence C-level customers and cross-functional peers.

• Strong analytical and operational mindset, skilled at using data, experimentation, and metrics to inform decisions and measure impact.

• Proficiency with Salesforce, Gainsight, and data visualization tools; comfortable interpreting complex data sets.

USA-based roles only: The annual base salary for this role is between $173,000 USD and $233,000 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 $170,000 CAD and $230,000 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.

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 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.

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.

This posting is for an existing vacancy.

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