Senior Customer Success Manager

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.

- 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.

- 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.

Canada-based roles only (Mid-Market role): The annual base salary for this role is between $97,000 CAD and $141,000 CAD and is commission-eligible. This role is also eligible for immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

USA-based roles only (Mid-Market role): The annual base salary for this role is between $101,000 USD and $146,000 USD, and is commission-eligible. This role is also immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Canada-based roles only (Enterprise role): The annual base salary for this role is between $108,000 CAD and $157,000 CAD and is commission-eligible. This role is also eligible for immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

USA-based roles only (Enterprise): The annual base salary for this role is between $113,000 USD and $164,000 USD, and is commission-eligible. This role is also immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Our approach to work We recognize the power of both in person collaboration and remote work. Some roles are designated as remote-first, with an expectation that individuals work from their homes majority of the time, while others are designated as in-office roles, with an expectation of being on-site on a regular basis.

We recognize that certain roles benefit from regular, in-person connection to support collaboration, team cohesion, and customer engagement.

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.