Principal Customer Success Manager, Enterprise

About the role

Own and lead a portfolio of highly strategic Enterprise accounts (2,501+ employees), driving executive alignment, long-term value realization, and durable net revenue retention.

Operate as a senior security advisor to CISOs and executive leadership teams, aligning 1Password’s Extended Access Management strategy to customers’ broader Identity and Access Management, Zero Trust, and enterprise security frameworks.

Influence multi-year account strategy, shape complex renewals and expansions, and serve as a thought partner internally and externally.

Elevate Customer Success practices through mentorship, strategic initiatives, and cross-functional leadership.

Responsibilities

• Own and exceed net revenue retention targets across large Enterprise accounts.
• Deliver executive-level forecasts and portfolio insights to senior leadership.
• Drive strategic upsell and cross-sell initiatives across global organizations.
• Engage directly with CISOs and executive security stakeholders in consultative discussions.
• Establish 1Password as a strategic pillar within the customer’s Identity and Access Management ecosystem.
• Connect product adoption to measurable security posture improvements, risk reduction, and operational efficiency.
• Influence customer security strategy through consultative guidance and industry-informed insights.
• 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.
• Shape organizational impact through 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.

Requirements

• 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.
• Experience driving strategic upsell and cross-sell initiatives across global organizations.
• Experience engaging directly with CISOs and executive security stakeholders in consultative discussions.
• 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.

Qualifications

• 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.

Skills

• 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.
• Experience managing complex, global accounts with multi-million dollar ARR and multi-year agreements.
• Experience delivering executive-level forecasts and portfolio insights to senior leadership.
• Experience driving strategic upsell and cross-sell initiatives across global organizations.
• Experience engaging directly with CISOs and executive security stakeholders in consultative discussions.
• 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.

Benefits

This role is also immediate participation in 1Password’s benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Pay

• USA-based roles: Annual base salary between $134,000 USD and $194,000 USD, commission-eligible.
• Canada-based roles: Annual base salary between $134,000 CAD and $194,000 CAD, commission-eligible.

Schedule

This is a remote opportunity within Canada and the US.