Manager, Customer Success

Manager, Customer Success (Enterprise) Remote opportunity within Canada or the US. Seniority level: Mid‑Senior level. Employment type: Full‑time. Job function: Other. Industry: Computer and Network Security. 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 Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. Over 175,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information. What We're Looking For Customer Success Expertise: Proven background with 5+ years in the security or technical SaaS industry, successfully managing up‑market customers to drive adoption, retention, and growth. Leadership Experience: At least 2+ years of demonstrated success in building and leading high‑performing teams while fostering a strong, supportive team culture. Change Agent: Motivated and adept at leading through change, building and transforming team culture. Enterprise Focus: Experience working with Enterprise B2B customers is highly valued. Exceptional Prioritization Skills: Adept at managing internal projects, resolving escalations, and balancing team, customer, and company needs. Customer‑centric Approach: Passionate about uncovering customer needs through strong, open‑ended questions. Communication style is concise, empathetic, and balances teaching and learning. Collaborative and Cross‑Functional: Skilled at partnering with internal teams to align on goals and solutions, ensuring both customer and company success. Influential Communicator: Strong communication and interpersonal skills with a proven ability to positively influence others and build lasting relationships. Fast Learner and Problem Solver: Quick to adapt to new environments, independently learn tools and processes, and tackle challenges with a solution‑focused mindset. Tools & Process Optimization: Experienced with Salesforce, Gainsight, and other Customer Success tools. Proven ability to implement or refine processes to improve team efficiency and outcomes. Bonus: Familiarity with 1Password or other password managers is a plus, helping you quickly gain confidence in the role. What You Can Expect Monitor and Optimize Team Performance. Lead Collaborative Team Meetings. Coach and Develop Team Members. Oversee Day‑to‑Day Operations. Drive Departmental and Organizational Goals. Foster Team Growth and Talent Development. Champion Process Improvement. Key Performance Indicators (KPIs) Customer Net Promoter Score (NPS). Churn Rate and Retention Metrics. New Annual Recurring Revenue (ARR). Product Adoption and Engagement. Strategic Customer Engagements. Successful Risk Resolution. Compensation and Benefits USA‑based roles: annual base salary $123,000 to $167,000 USD, commission‑eligible, and eligible for 1Password benefits (health, dental, 401(k), paid time off, equity grant, and incentive programs). Canada‑based roles: annual base salary $115,000 to $155,000 CAD, commission‑eligible, and eligible for benefits (health, dental, RRSP, PTO, equity grant, incentive programs). Compensation is fair market value and internally equitable. Our Culture We prioritize collaboration, transparency, feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. We expect high performance and a fast pace, seeking individuals who thrive in ambiguity, build results, and embrace AI‑driven innovation. Approach to Remote Work We are remote‑first, require travel for in‑person engagement (annual off‑sites, meetings, industry events) with varying frequency. Remote work may also involve hybrid commitments for some roles. Our Approach to AI We champion AI technologies to improve security and privacy, encouraging team members to apply AI best practices and drive innovation. Equal Opportunity 1Password is proud to be an equal opportunity employer. We welcome all individuals, regardless of gender identity and expression, race, ethnicity, disability, sexual orientation, religion, or veteran status. Accommodation is available upon request during recruitment. Successful applicants will undergo background checks. The company uses AI and ML for candidate screening; you may opt out. For privacy notice and AI audit visit our candidate privacy notice. #J-18808-Ljbffr