Senior Customer Success Manager

About the role

Own and strategically manage a portfolio of customers – driving value realization, revenue retention, and expansion outcomes that consistently exceed expectations. Operate with full commercial autonomy: advancing expansion opportunities independently, engaging VP and C-suite stakeholders as a trusted advisor, and managing complex renewals without escalation.

Responsibilities

• 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.
• 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.
• Design and share AI-assisted workflows with teammates in a replicable, documented format.

Requirements

• 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.

Qualifications

• 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.

Skills & Competencies

• 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.

Benefits

• Canada-based roles: Annual base salary between $97,000 CAD and $141,000 CAD, commission-eligible, immediate participation in 1Password’s benefits program, including health, dental, RRSP, and paid time off.
• USA-based roles: Annual base salary between $101,000 USD and $146,000 USD, commission-eligible, immediate participation in 1Password’s benefits program, including health, dental, 401k, and paid time off.
• Enterprise roles: Annual base salary between $108,000 CAD and $157,000 CAD, commission-eligible, immediate participation in 1Password’s benefits program, including health, dental, RRSP, and paid time off.
• Mid-Market role: 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

• Canada-based roles: Annual base salary between $97,000 CAD and $141,000 CAD, commission-eligible.
• USA-based roles: Annual base salary between $101,000 USD and $146,000 USD, commission-eligible.
• Enterprise roles: Annual base salary between $108,000 CAD and $157,000 CAD, commission-eligible.
• Mid-Market role: 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.

Schedule

• This is a remote opportunity within Canada and the US.

What to Expect

• Month 1 - Onboarding & Foundation: 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.
• Month 3 - Portfolio Ownership: 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.
• Month 6 - Strategic Impact: 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.