Senior Customer Success Manager

About the role

As a Senior Customer Success Manager, you will own and strategically manage a portfolio of customers to drive value realization, revenue retention, and expansion outcomes. You will operate with full commercial autonomy, engaging with VP and C-suite stakeholders as a trusted advisor while mentoring team members and contributing to playbooks. This role requires a proactive approach to managing complex renewals and leveraging AI-assisted workflows to drive growth.

Responsibilities

• Manage a portfolio of moderately to highly complex accounts with full commercial autonomy.
• Drive adoption and value realization by translating product capabilities into clear business outcomes for executive stakeholders.
• Proactively identify and mitigate renewal risks while managing commercial negotiations independently.
• Source and advance expansion opportunities with documented context and forecasting discipline.
• Design and share AI-assisted workflows with teammates to improve commercial execution.
• Mentor team members through call shadowing, coaching, and onboarding support.

Required skills

• SaaS
• Customer Success
• Stakeholder Management
• Executive Business Reviews
• Commercial Acumen
• Gainsight
• Salesforce
• AI-assisted workflows

Nice to have

• Cybersecurity
• IAM
• Identity security
• Enterprise IT

Qualifications

• 6+ years in a customer-facing, consultative, or technical role in SaaS

Benefits

• Health benefits
• Dental benefits
• Pension matching
• Paid time off
• Equity grant
• Maternity and parental leave top-up
• Free 1Password account
• Paid volunteer days

About the Company

1Password is a cybersecurity company that provides a market-leading enterprise password manager and Unified Access Management platform. Trusted by over 180,000 businesses, the company focuses on unleashing employee productivity while ensuring secure identity and device management.