Senior Customer Success Manager

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 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.