Senior Customer Success Manager, Commercial

Details

• 6+ years of Customer Success experience in SaaS, preferably in cybersecurity or enterprise technology.
• Proven track record of meeting or exceeding retention, adoption, and expansion KPIs, with recognition for top performance (e.g., President’s Club or equivalent distinction).
• Demonstrated experience delivering accurate renewal forecasts and portfolio health insights to senior leadership.
• Demonstrated success in driving upsell and cross-sell opportunities across a book of business, and in uncovering customer pain points beyond what is initially shared.
• Advanced Skills & CompetenciesStrategic success planning, account lifecycle management, stakeholder mapping, and value realization strategy, with strong operating rigor in portfolio management, forecasting, risk mitigation, and pacing to retention targets.Commercial acumen, relationship building, consultative solution guidance, executive alignment, and leading business reviews with C-Suite stakeholders.Operates with rigor in forecasting, CRM hygiene, health scoring, and data-driven decision-making; advanced proficiency in Salesforce, Gainsight (or equivalent), and modern collaboration tools.
• Strategic success planning, account lifecycle management, stakeholder mapping, and value realization strategy, with strong operating rigor in portfolio management, forecasting, risk mitigation, and pacing to retention targets.
• Commercial acumen, relationship building, consultative solution guidance, executive alignment, and leading business reviews with C-Suite stakeholders.
• Operates with rigor in forecasting, CRM hygiene, health scoring, and data-driven decision-making; advanced proficiency in Salesforce, Gainsight (or equivalent), and modern collaboration tools.
• Exceptional written and verbal communication skills across email, executive presentations, and collaboration platforms (e.g., Slack, Zoom), with the ability to translate complex technical concepts into clear, compelling business language.
• Demonstrated ability to leverage AI tools to enhance efficiency, streamline workflows, synthesize research, and generate data-driven customer insights.
• Demonstrated ability to understand and articulate complex cybersecurity concepts, particularly in Identity and Access Management, and effectively position Extended Access Management within broader enterprise security strategies.
• Curiosity and coachability, with a demonstrated ability to apply feedback, adapt quickly, and continuously improve performance.
• A proven team player who collaborates cross-functionally to drive customer outcomes and shared revenue goals.
• Resilience, self-motivation, and commitment to consistently achieving retention and growth targets while thriving in a remote environment.
• Preferred: Experience supporting customers using 1Password or other enterprise password/security platforms.
• Strategic success planning, account lifecycle management, stakeholder mapping, and value realization strategy, with strong operating rigor in portfolio management, forecasting, risk mitigation, and pacing to retention targets.
• Commercial acumen, relationship building, consultative solution guidance, executive alignment, and leading business reviews with C-Suite stakeholders.
• Operates with rigor in forecasting, CRM hygiene, health scoring, and data-driven decision-making; advanced proficiency in Salesforce, Gainsight (or equivalent), and modern collaboration tools.
• Own and Grow Your Book of BusinessManage and grow a strategic portfolio of Commercial and Mid-Market accounts.Develop and execute comprehensive Success Plans aligned to customer security and business objectives.Maintain a deep understanding of each customer’s structure, priorities, risk posture, and growth trajectory.Build multi-threaded relationships across technical champions, IT leaders, security stakeholders, and C-suite executives.
• Manage and grow a strategic portfolio of Commercial and Mid-Market accounts.
• Develop and execute comprehensive Success Plans aligned to customer security and business objectives.
• Maintain a deep understanding of each customer’s structure, priorities, risk posture, and growth trajectory.
• Build multi-threaded relationships across technical champions, IT leaders, security stakeholders, and C-suite executives.
• Drive Adoption & Value RealizationLead proactive lifecycle engagements including executive business reviews, roadmap discussions, webinars, and tailored enablement sessions.Increase product activation, feature adoption, and utilization across your book of business.Provide prescriptive guidance grounded in cybersecurity and Identity & Access Management best practices.Translate complex technical capabilities into clear business outcomes for diverse stakeholders.
• Lead proactive lifecycle engagements including executive business reviews, roadmap discussions, webinars, and tailored enablement sessions.
• Increase product activation, feature adoption, and utilization across your book of business.
• Provide prescriptive guidance grounded in cybersecurity and Identity & Access Management best practices.
• Translate complex technical capabilities into clear business outcomes for diverse stakeholders.
• Lead Revenue Retention & ExpansionOwn gross and net revenue retention targets across your portfolio.Identify expansion opportunities through upsell and cross-sell motions in partnership with Account Executives.Proactively mitigate churn risk through data-driven health analysis and strategic intervention planning.
• Own gross and net revenue retention targets across your portfolio.
• Identify expansion opportunities through upsell and cross-sell motions in partnership with Account Executives.
• Proactively mitigate churn risk through data-driven health analysis and strategic intervention planning.
• Operate with Strategic RigorMaintain accurate forecasting and account insights within Salesforce and Gainsight.Execute disciplined engagement and renewal planning.Synthesize customer insights including feature requests, competitive intelligence, adoption trends, and business risks.Deliver consistent reporting on portfolio health, expansion pipeline, and renewal outlook.
• Maintain accurate forecasting and account insights within Salesforce and Gainsight.
• Execute disciplined engagement and renewal planning.
• Synthesize customer insights including feature requests, competitive intelligence, adoption trends, and business risks.
• Deliver consistent reporting on portfolio health, expansion pipeline, and renewal outlook.
• Act as a Trusted Security AdvisorStay current on cybersecurity trends, particularly in Identity & Access Management, Zero Trust, and Extended Access Management.Confidently engage CISOs, CIOs, and executive stakeholders with industry-informed insights.Position 1Password as a strategic partner in modern access security transformation.
• Stay current on cybersecurity trends, particularly in Identity & Access Management, Zero Trust, and Extended Access Management.
• Confidently engage CISOs, CIOs, and executive stakeholders with industry-informed insights.
• Position 1Password as a strategic partner in modern access security transformation.
• Collaborate Cross-FunctionallyPartner with Sales, Solutions, Onboarding, CX and Marketing to deliver unified customer engagement.Contribute to team-level metrics including NPS, activation, revenue retention, and operational excellence.
• Partner with Sales, Solutions, Onboarding, CX and Marketing to deliver unified customer engagement.
• Contribute to team-level metrics including NPS, activation, revenue retention, and operational excellence.
• Manage and grow a strategic portfolio of Commercial and Mid-Market accounts.
• Develop and execute comprehensive Success Plans aligned to customer security and business objectives.
• Maintain a deep understanding of each customer’s structure, priorities, risk posture, and growth trajectory.
• Build multi-threaded relationships across technical champions, IT leaders, security stakeholders, and C-suite executives.
• Lead proactive lifecycle engagements including executive business reviews, roadmap discussions, webinars, and tailored enablement sessions.
• Increase product activation, feature adoption, and utilization across your book of business.
• Provide prescriptive guidance grounded in cybersecurity and Identity & Access Management best practices.
• Translate complex technical capabilities into clear business outcomes for diverse stakeholders.
• Own gross and net revenue retention targets across your portfolio.
• Identify expansion opportunities through upsell and cross-sell motions in partnership with Account Executives.
• Proactively mitigate churn risk through data-driven health analysis and strategic intervention planning.
• Maintain accurate forecasting and account insights within Salesforce and Gainsight.
• Execute disciplined engagement and renewal planning.
• Synthesize customer insights including feature requests, competitive intelligence, adoption trends, and business risks.
• Deliver consistent reporting on portfolio health, expansion pipeline, and renewal outlook.
• Stay current on cybersecurity trends, particularly in Identity & Access Management, Zero Trust, and Extended Access Management.
• Confidently engage CISOs, CIOs, and executive stakeholders with industry-informed insights.
• Position 1Password as a strategic partner in modern access security transformation.
• Partner with Sales, Solutions, Onboarding, CX and Marketing to deliver unified customer engagement.
• Contribute to team-level metrics including NPS, activation, revenue retention, and operational excellence.