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.

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.

Candidates must reside within the Pacific Time Zone (PST)

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.