Senior Manager Implementation and Onboarding

About the role

The Senior Manager of Implementation and Onboarding will lead, scale, and develop high-performing technical teams responsible for customer launch plans and product adoption. This role acts as a strategic partner to cross-functional leadership, overseeing team strategy, execution standards, and capacity planning to ensure consistent, high-quality technical guidance. The position requires a player-coach mindset to support complex implementations while driving organizational growth and customer trust.

Responsibilities

• Lead and develop a team of individual contributors and managers through clear expectations, growth paths, and talent development.
• Define and evolve engagement models, processes, and playbooks to ensure consistent technical delivery across customer segments.
• Act as a senior escalation point for high-impact, complex customer situations to maintain trust and drive resolution.
• Partner with Customer Success, Sales, and Product leadership to align resources and influence organizational strategy.
• Provide leadership with visibility into customer health, adoption trends, and risks to inform investment decisions.
• Drive hiring strategy, onboarding excellence, and foster a culture of accountability and transparency.

Required skills

• SaaS
• People management
• Implementation
• Professional Services
• Solutions Engineering
• Organizational design
• Capacity planning
• SSO
• SCIM
• API
• CLI tools
• SaaS architectures

Nice to have

• 1Password
• Password manager
• Security
• Identity administration
• IT administration

Qualifications

• 8+ years of experience in post-sale SaaS roles
• 4+ years of people management experience

Benefits

• Health insurance
• Dental insurance
• 401k
• RRSP
• Paid time off
• Equity grant

About the Company

1Password is a leader in providing secure, user-friendly password management and identity protection solutions, trusted by millions of users worldwide. The company pioneers Unified Access Management and is dedicated to building the foundation for a safe, productive digital future.