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 VP and C-suite stakeholders as a trusted advisor while mentoring team members. This role requires a proactive approach to leveraging AI-assisted workflows to enhance commercial execution and customer engagement.

Responsibilities

• Manage a portfolio of complex accounts by adapting success plans to individual customer contexts.
• Proactively identify and mitigate renewal risks while closing risk actions with high success rates.
• Conduct executive business reviews that are value-driven and data-backed to advance renewal confidence.
• Independently manage commercial objections, renewal negotiations, and competitive conversations.
• Design and share AI-assisted workflows with teammates in a replicable format.
• Collaborate with Account Executives on joint account planning to improve deal outcomes.

Required skills

• SaaS
• Customer Success
• Executive Business Reviews
• Stakeholder Management
• 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

• Maternity and parental leave top-up
• Health benefits
• Generous PTO policy
• RSU program
• Retirement matching program
• Free 1Password account
• Paid volunteer days
• Bonusly peer-to-peer recognition

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 building a safe and productive digital future through a human-centric approach.