Senior Customer Success Manager

1Password is a cybersecurity company building secure digital identity, access, and productivity solutions for businesses. The Senior Customer Success Manager strategically manages a portfolio of customers, driving adoption, value realization, retention, and expansion while managing complex renewals and mentoring teammates.

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
• Maintain forecasting hygiene with minimal blank or unmodified renewals approaching subscription end
• 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
• Deep working knowledge of the full 1Password product suite; design tailored success journeys connecting feature adoption to measurable business outcomes
• Incorporate regulatory context, breach patterns, and competitive dynamics into EBRs with confidence
• Design and share AI-assisted workflows with teammates in a replicable, documented format
• Lead joint account planning with your AE; cited by AEs as a proactive commercial collaborator who improves deal outcomes
• Mentor Level B CSMs through call shadowing, ad hoc coaching, or onboarding support
• Lead or co-lead cross-team initiatives; contribute tools or improvements adopted by peers
• 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
• 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
• 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

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
• 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
• 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
• This is a remote opportunity within Canada and the US
• For all roles, occasional travel may be required. This includes things like: department-wide offsites, quarterly department meetings and periodic customer events. These events are typically held in varying locations across Canada, USA and/or EMEA. In leadership roles, you can expect to travel once per month on average
• Note: All go-to market roles will have an in-person onboarding in Toronto
• Remote work at 1Password does mean working from your home country
• Background in cybersecurity, IAM, identity security, or enterprise IT preferred; former 1Password power user is a strong plus