Senior CSM: AI-Powered Growth & Retention

1Password LLC; United Kingdom; Remote; GBP 80,000 - 105,000; Full time

Job summary

1Password is seeking a Senior Customer Success Manager to own and strategically manage a portfolio of customers—driving value realization, revenue retention, and expansion outcomes with full commercial autonomy.

You will engage VP and C-suite stakeholders, mentor teammates, and contribute to playbooks while leveraging AI to enhance forecasting and customer engagement.

This is a remote opportunity within the UK, with in-person onboarding in Toronto for go-to-market roles.

Qualifications

• 6+ years in a customer-facing SaaS role such as Customer Success, Solutions Eng, TAM, or IT/security leadership.
• Proven track record of exceeding retention, adoption, and expansion targets.
• Experience running executive business reviews with VP and C-suite stakeholders.
• Background in cybersecurity, IAM, identity security, or enterprise IT preferred; 1Password power user is a plus.

Responsibilities

• Own and grow a portfolio of moderately to highly complex accounts with tailored success plans.
• Maintain full success plan coverage and share best practices across accounts.
• Lead expansion opportunities and manage renewals without escalation; mentor teammates and contribute to playbooks.

Skills

SaaS Customer Success

Executive reviews

Upsell & renewals

AI-enabled workflows

Cybersecurity knowledge

Tools

Gainsight

Salesforce

Job description

1Password is seeking a Senior Customer Success Manager to own and strategically manage a portfolio of customers—driving value realization, revenue retention, and expansion outcomes with full commercial autonomy.

You will engage VP and C-suite stakeholders, mentor teammates, and contribute to playbooks while leveraging AI to enhance forecasting and customer engagement.

This is a remote opportunity within the UK, with in-person onboarding in Toronto for go-to-market roles.