Senior Customer Success Manager, Commercial

1Password is a rapidly growing company focused on cybersecurity and identity management solutions. As a Senior Customer Success Manager, you will manage a portfolio of Commercial and Mid-Market customers, driving value realization, retention, and expansion while serving as a trusted security advisor.

Responsibilities:

• 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

Requirements:

• 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 & Competencies: 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
• Experience supporting customers using 1Password or other enterprise password/security platforms