Senior Manager Implementation and Onboarding

Details

• 8+ years of experience in post-sale SaaS roles such as Implementation, Professional Services or Solutions Engineering,
• 4+ years of people management experience, with demonstrated progression to managing managers and/or multiple distinct technical functions
• Proven experience leading both IC technical teams and specialized technical roles (e.g. Professional Services or TAMs)
• Track record of successfully supporting customers across segments in complex, security-focused technical environments
• Experience implementing repeatable service delivery models
• Experience influencing and improving the full customer lifecycle, including sales handoff, onboarding, adoption, renewal, and expansion motions
• Strong familiarity with security, identity, or IT administration domains strongly preferred
• Bonus: Hands-on experience with 1Password or another password manager
• Demonstrated ability to build, scale, and lead multi-layered, high-performing technical onboarding teams
• Experience leading through organizational change, driving adoption of new roles, processes, and tools
• Experienced in managing managers and senior ICs, including succession planning and leadership development
• Sets and reinforces clear standards for technical excellence, customer engagement quality, and accountability
• Skilled in organizational design, role clarity, and capacity planning across multiple teams
• Comfortable acting as a senior escalation point for complex customer and organizational challenges
• Strong technical foundation with the credibility to guide, challenge, and mentor senior technical professionals in program management and implementation
• Understanding of technologies such as SSO, SCIM, directory services (AD, Okta, Azure AD), APIs, CLI tools, and SaaS architectures
• Strategic, data informed decision maker who can identify trends, risks, and opportunities at scale
• Able to translate technical and customer signals into organizational strategy, investment priorities, and roadmap feedback
• Experience defining success metrics and operating rhythms for technical deployment and onboarding teams
• Ability to troubleshoot integrations, API’s or automation workflows
• Senior, trusted partner to Customer Success, Sales, Sales Engineering, Technical Account Management, Support, and Product leadership
• Able to align stakeholders across functions and levels, including executive audiences
• Customer centric leader with a strong focus on value realization, long term relationships, and scalable outcomes
• Navigates ambiguity with confidence and drives clarity through influence rather than authority
• Excellent written and verbal communication skills, with strong executive presence
• Confident representing the technical post-sale organization in leadership forums
• Able to clearly articulate risks, tradeoffs, and recommendations
• Champions enablement, documentation, and shared learning across teams and functions
• Develop deep expertise in the 1Password product, customer use cases, and security ecosystem
• Understand how success is measured across Implementation, Solutions Architecture, and Customer Success
• Build strong relationships with senior internal partners and stakeholders
• Lead and develop the IC’s and managers
• Establish clear expectations, success metrics, and growth paths across roles
• Drive hiring strategy, onboarding excellence, and long term talent development
• Foster strong team rituals, communication norms, and knowledge-sharing systems
• Define and evolve engagement models, processes, and playbooks
• Ensure consistent, high quality technical engagement across all customer segments
• Align resources, skills, and priorities to customer needs and business goals
• Promote and model a “working out loud” approach to transparency and alignment
• Act as a senior escalation point for high impact, high risk, or complex customer situations
• Partner with cross-functional leaders to drive resolution and maintain customer trust
• Ensure learnings from escalations inform process improvements and enablement
• Provide leadership with clear visibility into customer health, adoption trends, and risks
• Deliver insights and recommendations that influence strategy and investment decisions
• Represent the voice of technical post sale teams in planning and prioritization discussions
• Create a culture of accountability and ownership