Senior Manager Implementation and Onboarding

Requirements and responsibilities

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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