Prinicpal Customer Success Manager, Enterprise

Requirements and responsibilities

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Details

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.
Own & Orchestrate Strategic Enterprise AccountsManage 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.
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 RealizationLead 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 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 RenewalsOwn 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.
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 LeaderDeliver 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.
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 ImpactLead 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.
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.
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.
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.
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.
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.
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.

Month 1: Strategic Alignment & Enterprise Immersion

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.

Month 3: Executive Ownership & Revenue Influence

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.

Month 6: Enterprise Impact & Organizational 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.

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