Senior Manager Implementation and Onboarding

About the role

The Implementations and Onboarding team is responsible for understanding the relationships and desired outcomes established during the sales process, building a launch plan for success, and helping customers get the most out of 1Password's suite of products. This role has expanded scope and influence, with ownership over team strategy, execution standards, capacity planning, and cross-functional alignment.

Responsibilities

• Operate as a senior people leader, organizational architect, and strategic partner to cross-functional leaders.
• Shape how technical implementation and deployment scales, ensure consistency and quality across teams, and directly influence retention, expansion readiness, and customer trust.
• Partner closely with senior leaders in Customer Success, Sales, Support, and Product to ensure customers receive cohesive, high impact technical guidance and advocacy.
• 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.
• Own strategy, execution, and outcomes, 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.
• Support customers & escalations, 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.

Requirements

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.

Qualifications

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, Champions enablement, documentation, and shared learning across teams and functions, 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.

Skills

Hands-on experience with 1Password or another password manager, Leadership & Team Development, Demonstrated ability to build, scale, and lead multi-layered, high-performing technical onboarding teams, 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, Data & Technical Acumen, 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, Customer & Cross-Functional Collaboration, 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, Champions enablement, documentation, and shared learning across teams and functions, Communication & Enablement, & Influence, 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.

Benefits

USA-based roles only: The annual base salary for this role is between $129,000 USD and $187,000 USD, and is commission-eligible. 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

Canada-based roles only: The annual base salary for this role is between $127,000 CAD and $169,500 CAD and is commission-eligible. This role is also eligible for immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Schedule

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