1Password

1Password

Director, Customer Success (Enterprise)

Remote (United States | Canada) · Director

Sponsorship not specifiedDetected 1 day ago
Agentic AICybersecurityProduct ManagementProduct StrategySalesforceSalesAccount ManagementForecastingCustomer SuccessCadenceLeadershipCommunicationCollaborationMentoringAdaptability

About the role

  • 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.

Responsibilities

  • This role requires deep customer success expertise, strong commercial acumen, a high standard for operational rigor, and genuine passion for building high-performing teams.
  • If you're excited to reshape how you think, make decisions, and drive growth with AI, you'll feel right at home here.
  • Champions AI capability and enablement adoption across the team; models responsible, high-quality AI-assisted workflows in their own practice
  • Drives succession planning, hiring strategy, and internal growth paths; builds a team culture of accountability, curiosity, and continuous improvement
  • Owns the Enterprise segment's NRR targets and the discrete Renewals and Pipeline Generation motions that contribute - including gross retention rate, expansion pipeline volume, amendment win rates, renewal upsell win rates, and forecasting accuracy
  • Develop deep fluency in 1Password's product suite, CS methodology, Enterprise customer profiles, and the commercial motion connecting retention and expansion
  • Build strong working relationships with your team, key internal partners (Enterprise Sales leadership, RevOps, Solutions Engineering, CS leadership), and the segment's most strategic customer relationships
  • 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.

Requirements

  • Experience & Background
  • 10+ years in Customer Success, enterprise account management, or a strategic post-sale function in SaaS, with a demonstrated track record of owning NRR and expansion outcomes

Nice to have

  • experience managing managers is a strong plus
  • Background in cybersecurity, identity security, IAM, strongly preferred
  • former 1Password power user or practitioner is a meaningful advantage

Skills

  • 1Password is growing.
  • About 1Password
  • Come join us and help shape a safer, simpler digital future.
  • You will be accountable for the full post-sale success motion in the

Compensation

  • The annual base salary for this role is between $168,000 USD and $252,000 USD, and is commission-eligible.
  • The annual base salary for this role is between $169,000 CAD and $254,000 CA, and is commission-eligible.

Benefits

  • By the end of Month 1, you will have clear, documented visibility into team health, open renewal risks, expansion pipeline status, and RFS KPI performance across the Enterprise segment
  • 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.
  • retention, expansion pipeline generation, executive business review quality, success plan coverage, and forecasting accuracy.

Company info

  • Uses Gainsight and Salesforce to manage segment health, track CTA resolution, monitor expansion pipeline, and report on team-wide RFS KPI performance
  • Designs, documents, and scales Enterprise CS engagement models, success planning standards, EBR methodologies, and playbooks that improve team-wide performance and create repeatable outcomes
  • Aligns CS capacity, segment coverage models, and role deployment to ARR growth targets and Enterprise customer complexity
  • Identifies operating gaps and cross-functional friction; drives structured improvements that reduce risk, accelerate activation, and increase expansion velocity
  • Contributes to CS OKR development; brings data-backed recommendations that influence CS and GTM strategy, organizational design, and investment priorities
  • Promotes and models an AI-first approach to commercial execution; builds AI-assisted systems for account intelligence, risk monitoring, and engagement preparation that multiply team capacity at scale
  • Serves as senior escalation owner for the Enterprise segment's most critical, high-stakes customer situations; partners with cross-functional leaders to drive resolution and ensure learnings are captured and embedded
  • Trusted partner to Enterprise Sales, Solutions Engineering, RevOps, Support, and Product leadership; aligns stakeholders at all levels, including executive audiences, on customer priorities and segment strategy
  • Aggregates customer intelligence from the Enterprise book and channels it into GTM positioning, product roadmap input, and CS commercial model design with documented influence on business decisions
  • Represents the Enterprise CS organization with confidence in leadership forums and strategic planning conversations
  • Excellent written and verbal communication skills with strong executive presence across internal and customer-facing audiences
  • Communicates team performance, renewal risk, expansion opportunity, and strategic priorities with clarity and commercial discipline to CS and GTM leadership
  • Confident leading with influence rather than authority; navigates organizational ambiguity, drives clarity, and aligns cross-functional partners through expertise and relationship
  • Champions a culture of enablement, documentation, and shared learning; ensures that high-impact workflows, playbooks, and best practices created within the team are made available and usable across the broader CS organization
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This listing is sourced directly from 1Password's careers page and normalized into a canonical job model.