Senior Customer Success Manager

Jobicy; United Kingdom; Remote; GBP 73,000 - 106,000; Full time

Benefits offered by this job

Health benefits

Equity grant

Paid time off

Pension

Job summary

1Password is seeking a Senior Customer Success Manager to own a portfolio of complex SaaS customers, focusing on adoption, retention and expansion. The role is UK-remote with in-person onboarding in Toronto and requires at least 6 years in a customer-facing or technical SaaS setting.

You will leverage AI-guided workflows and partner with Account Executives to drive value and renewals. Excellent executive engagement, strategic success planning, and strong forecasting are essential for success in

Qualifications

• 6+ years in customer-facing or technical SaaS roles.
• Proven track record in retention, adoption and expansion.
• Experience with executive business reviews and renewals.

Responsibilities

• Own a portfolio of complex SaaS accounts.
• Lead renewal negotiations and expansion opportunities.
• Partner with AE to drive growth and value realization.
• Apply AI-assisted workflows to commercial execution.

Skills

Customer Success

SaaS

Enterprise AM

Renewals

Expansion Revenue

Executive Reviews

Salesforce

Gainsight

Cybersecurity

Tools

Salesforce

Gainsight

Job description

# Senior Customer Success ManagerReview the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move.Apply for this job View companyRemote from: UKSalary: GBP 73k–106k / yrDepartment: Customer Support & SuccessEmployment: Full TimeExperience: DirectorPublished: 1 Oct 2026Apply before: 31 Oct 2026Listing views: 62Application actions: 3Application toolkit## Make your next move.Prepare your resume, explore your fit, and draft a cover letter for this opportunity.AI Summary## The role, at a glance.This Senior Customer Success Manager owns a portfolio of complex SaaS customers and is accountable for adoption, value realization, retention, renewals, and expansion. The role requires independent commercial judgment, including executive business reviews, renewal negotiations, objection handling, and sourcing growth opportunities in partnership with Account Executives. Candidates need at least six years of consultative, customer-facing, or technical SaaS experience; cybersecurity, IAM, or enterprise IT experience is preferred. The position is UK-remote, requires in-person onboarding in Toronto, and expects active use of AI to improve customer and commercial workflows.## Role DNAA quick view of the complexity, pace, ownership and collaboration implied by the job description.### Job Complexity5/5EasyHard### Pace & Pressure5/5RelaxedFast-paced### Autonomy Level5/5GuidedFull ownership### Communication Load5/5IndependentCollaborative**AI insight**This is a senior, commercially accountable CSM role managing complex accounts with minimal managerial oversight. Success depends on executive influence, security-domain credibility, strong forecasting discipline, and the ability to independently close renewal and expansion risks in a fast-paced environment.## Salary analysisEstimated compensation compared with the broader UK market for similar roles.Estimated job medianBelow market**£89,500**UK market range**£110k–£155k**0£171k**AI insight**The disclosed annual base-salary range is £73,000–£106,000 GBP, producing an offer midpoint of £89,500 GBP; commission eligibility may increase total compensation but no commission amount is stated. For comparison, the estimated US market base-salary range for a senior enterprise SaaS Customer Success Manager with commercial expansion ownership and cybersecurity exposure is approximately $110,000–$155,000 USD, excluding variable compensation and equity.## Core skillsSkills and capabilities most closely associated with this opportunity.Customer Success ManagementSaaSEnterprise Account ManagementCustomer RetentionRenewalsExpansion RevenueExecutive Business ReviewsCybersecuritySalesforceGainsight**Sample interview questions**Opportunity details## About this role.***1Password is growing.** We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing.***About 1Password***At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Unified Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work.**If you’re excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.*As a Senior CSM at 1Password, you own and strategically manage a portfolio of customers – driving value realization, revenue retention, and expansion outcomes that consistently exceed expectations. You 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. Beyond your own book, you raise the bar for the team through mentorship, playbook contributions, and peer enablement.**How we’re using AI today**Across GTM, we’re transforming the way we work with AI. We expect every seller, CSM, and team member to become a power user, using it daily to work smarter and move faster. AI is already embedded in how we operate – from real-time coaching that sharpens how we sell and interact with customers, to surfacing insights that help us anticipate needs – creating more time for meaningful customer engagement. If you’re excited to reshape how you think, make decisions, and drive growth with AI, you’ll feel right at home here.This is a remote opportunity within the UK.Note: All go-to market roles will have an in-person onboarding in Toronto.**What we’re looking for:*** 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.* 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.**What you can expect:**### **Own and Grow Your Book of Business*** 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.### **Drive Adoption & Value Realization*** 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.### **Lead Revenue Retention & Expansion*** 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.### **Operate with Strategic Rigor*** 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.### **Act as a Trusted Security Advisor*** 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.### **Collaborate & Enable*** 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.### **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.UK-based roles only: The annual base salary for this role is between £73,000 GBP and £106,000GBP, and is commission-eligible. This role is also eligible for immediate participation in 1Password’s benefits program (health, dental, pension, and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.