Senior Customer Success Manager, Commercial

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 Customer Success Manager, you own and strategically manage a portfolio of Commercial and Mid-Market customers (501–2,500 employees), driving long-term value realization, retention, and expansion. You serve as a trusted security advisor, guiding organizations through adoption of 1Password’s Extended Access Management solutions while aligning outcomes to their broader Identity and Access Management strategy.

This is a remote opportunity within Canada and the US.

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.

What we're looking for:

• 6+ years of Customer Success experience in SaaS, preferably in cybersecurity or enterprise technology.

• Proven track record of meeting or exceeding retention, adoption, and expansion KPIs, with recognition for top performance (e.g., President’s Club or equivalent distinction).

• Demonstrated experience delivering accurate renewal forecasts and portfolio health insights to senior leadership.

• Demonstrated success in driving upsell and cross-sell opportunities across a book of business, and in uncovering customer pain points beyond what is initially shared.

• Advanced Skills & Competencies

  • Strategic success planning, account lifecycle management, stakeholder mapping, and value realization strategy, with strong operating rigor in portfolio management, forecasting, risk mitigation, and pacing to retention targets.

  • Commercial acumen, relationship building, consultative solution guidance, executive alignment, and leading business reviews with C-Suite stakeholders.

  • Operates with rigor in forecasting, CRM hygiene, health scoring, and data-driven decision-making; advanced proficiency in Salesforce, Gainsight (or equivalent), and modern collaboration tools.

• Exceptional written and verbal communication skills across email, executive presentations, and collaboration platforms (e.g., Slack, Zoom), with the ability to translate complex technical concepts into clear, compelling business language.

• Demonstrated ability to leverage AI tools to enhance efficiency, streamline workflows, synthesize research, and generate data-driven customer insights.

• Demonstrated ability to understand and articulate complex cybersecurity concepts, particularly in Identity and Access Management, and effectively position Extended Access Management within broader enterprise security strategies.

• Curiosity and coachability, with a demonstrated ability to apply feedback, adapt quickly, and continuously improve performance.

• A proven team player who collaborates cross-functionally to drive customer outcomes and shared revenue goals.

• Resilience, self-motivation, and commitment to consistently achieving retention and growth targets while thriving in a remote environment.

• Preferred: Experience supporting customers using 1Password or other enterprise password/security platforms.

What you can expect:

• Own and Grow Your Book of Business

  • Manage and grow a strategic portfolio of Commercial and Mid-Market accounts.

  • Develop and execute comprehensive Success Plans aligned to customer security and business objectives.

  • Maintain a deep understanding of each customer’s structure, priorities, risk posture, and growth trajectory.

  • Build multi-threaded relationships across technical champions, IT leaders, security stakeholders, and C-suite executives.

• Drive Adoption & Value Realization

  • Lead proactive lifecycle engagements including executive business reviews, roadmap discussions, webinars, and tailored enablement sessions.

  • Increase product activation, feature adoption, and utilization across your book of business.

  • Provide prescriptive guidance grounded in cybersecurity and Identity & Access Management best practices.

  • Translate complex technical capabilities into clear business outcomes for diverse stakeholders.

• Lead Revenue Retention & Expansion

  • Own gross and net revenue retention targets across your portfolio.

  • Identify expansion opportunities through upsell and cross-sell motions in partnership with Account Executives.

  • Proactively mitigate churn risk through data-driven health analysis and strategic intervention planning.

• Operate with Strategic Rigor

  • Maintain accurate forecasting and account insights within Salesforce and Gainsight.

  • Execute disciplined engagement and renewal planning.

  • Synthesize customer insights including feature requests, competitive intelligence, adoption trends, and business risks.

  • Deliver consistent reporting on portfolio health, expansion pipeline, and renewal outlook.

• Act as a Trusted Security Advisor

  • Stay current on cybersecurity trends, particularly in Identity & Access Management, Zero Trust, and Extended Access Management.

  • Confidently engage CISOs, CIOs, and executive stakeholders with industry-informed insights.

  • Position 1Password as a strategic partner in modern access security transformation.

• Collaborate Cross-Functionally

  • Partner with Sales, Solutions, Onboarding, CX and Marketing to deliver unified customer engagement.

  • Contribute to team-level metrics including NPS, activation, revenue retention, and operational excellence.

USA-based roles only: 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: 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.

At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

This posting is for an existing vacancy.

Our culture
At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first.

You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results.

How we work with AI
We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged—it's an essential part of how we will be successful at 1Password.

This approach extends to our hiring process—candidates are welcome to use AI tools responsibly and thoughtfully during the application process.


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.


What we offer
We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer:

Health and wellbeing
👶 Maternity and parental leave top-up programs
🩺 Competitive health benefits
🏝 Generous PTO policy

Growth and future
📈 RSU program for most employees
💸 Retirement matching program
🔑 Free 1Password account

Community
🤝 Paid volunteer days
🏆 Peer-to-peer recognition through Bonusly
🌎 Remote-first work environment
*Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.

You belong here.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.

1Password uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See here for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this form. For additional information see our Candidate Privacy Notice.