1Password

Senior Customer Success Manager

Remote Customer Success role with clear candidate location fit.

PostedJun 5, 2026

Eligible countries61 accepted countries

Seniority signalLead

Work settingRemote

Accepted candidate locations

AlbaniaAlgeriaAustriaBahrainBelgiumBotswana+55 more

Role overview

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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.
Background in cybersecurity, IAM, identity security, or enterprise IT preferred; former 1Password power user is a strong plus.

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.

Develop fluency in 1Password's full product suite, CS methodology, and commercial motion.
By the end of Month 1, you will independently manage customer touchpoints and demonstrate clear understanding of renewal drivers across your portfolio.

Full ownership of your book with consistent EBR cadence and expansion sourcing.
By Month 3, you are meeting key performance targets and expansion leads are flowing to Sales with documented context.

Operating at full commercial autonomy; contributing to team practices and mentoring peers.
By Month 6, you are achieving top-tier customer satisfaction and recognized as a reliable commercial collaborator by your AE and cross-functional partners.

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