Note: The job is a remote job and is open to candidates in USA. 1Password is a leading company in cybersecurity, focused on building a secure digital future. The Senior Customer Success Manager will strategically manage a portfolio of customers to drive value realization, revenue retention, and expansion outcomes while mentoring team members and engaging with high-level stakeholders.
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- Background in cybersecurity, IAM, identity security, or enterprise IT preferred; former 1Password power user is a strong plus
Benefits
- Commission-eligible
- Immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others)
- Utilization of our generous paid time off
- An equity grant
- Where applicable, participation in our incentive programs
- Immediate participation in 1Password's benefits program (health, dental, 401k and many others)
- Utilization of our generous paid time off
- An equity grant
- Where applicable, participation in our incentive programs
- Maternity and parental leave top-up programs
- Competitive health benefits
- Generous PTO policy
- RSU program for most employees
- Retirement matching program
- Free 1Password account
- Paid volunteer days
- Peer-to-peer recognition through Bonusly
- Remote-first work environment
Company Overview