Senior Customer Success Manager

Role Overview

As a Senior CSM at 1Password, you will own and strategically manage a portfolio of customers, driving value realization, revenue retention, and expansion outcomes that consistently exceed expectations.

What You Will Do

You will 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.

Why It Might Be a Fit

You will be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. You will be expected to thrive in ambiguity and through change, be curious, and above all deliver results.

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.
• 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.

Benefits

• Dental insurance
• Vision insurance
• Pension
• Paid time off
• RSU program
• Retirement matching program
• Free 1Password account
• Paid volunteer days
• Peer-to-peer recognition through Bonusly
• Remote-first work environment

Tagged as: Forecasting, Gainsight, Salesforce