Senior Customer Success Manager, Commercial

Senior Customer Success Manager, Commercial Join us to apply for the Senior Customer Success Manager, Commercial role at 1Password . 1Password is growing faster than ever. We’ve surpassed $400M in ARR, earned a spot on the Forbes Cloud 100 for four years in a row, and partnered with iconic brands like Oracle, Red Bull Racing, and the Utah Mammoth. 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 innovators of the enterprise password manager have pioneered Extended Access Management, a new cybersecurity category built for how people and AI agents work today. 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. This role is a remote opportunity within Canada and the US, specifically operating in PST. What We're Looking For A proven track record with a minimum of 4+ years managing a book of business in a SaaS or tech customer‑success role, servicing customers through strategic calls and engagement. Effective communication skills over email, the phone, or video call. Presenting and speaking to new people each day excites you. Your style is concise yet empathetic—balancing teaching, listening, learning, and knowing when to pivot a conversation. Demonstrated experience in supporting individuals and businesses in effectively utilizing software to enhance productivity and efficiency. You’re passionate about discovering what a team needs in their workplace, asking insightful open‑ended questions, and translating technical terms for customers who find technology confusing or intimidating. Experience collaborating with C‑Level executives and navigating diverse stakeholder needs to identify and drive value realization. Guiding customers through their lifecycle via email, webinars, and customized sessions; making prescriptive recommendations and helping customers achieve their desired outcomes to ensure high adoption rates across their book of business. Following defined outreach and follow‑up communication processes, managing data and activity of customers in tandem with the Onboarding and Account Executive teams, and synthesizing and logging findings from customer discussions such as feature requests, customer details, and general feedback/metrics accurately. Experience managing revenue retention as your key metric—supporting customers to drive tool adoption and prevent risk within your book of business. You are comfortable identifying opportunities for growth. Located in PST. Optional: Personal experience with 1Password or another password manager. What You Can Expect Month 1:Learn the product, our culture, customer‑success processes, and the people you’ll be working with. Master Salesforce and Gainsight, how we track, and the benefits of keeping customer information updated. By the end of the first month, you’ll guide a small‑sized customer through an intro discussion in our customer‑success process. Month 3:Guide medium‑ to large‑size customers through achieving their goals using product expertise and deliver defined customer‑success consultations to increase 1Password usage. Proactively report on customers’ needs and valuable feedback so the marketing and product teams can prioritise messaging and projects. Build and maintain a healthy account book for which you are the primary Success Manager. Month 6:Develop your personal approach and rhythm, analyse the customer‑success processes to maximise engagement, and collaborate with cross‑functional peers. Maintain a steady book of customers, learn their needs, build rapport, and implement success plans influencing broader metrics. Contribute to team success through operational, NPS, revenue, and performance metrics. Compensation & Benefits USA‑based roles : Annual base salary $77,000‑$104,000 USD (commission‑eligible). Immediate participation in 1Password’s benefits program (health, dental, 401K, PTO, equity, incentive programs). Canada‑based roles : Annual base salary CAD71,000‑CAD90,500 (commission‑eligible). Immediate participation in 1Password’s benefits program (health, dental, RRSP, PTO, equity, incentive programs). Compensation promises fair market value and internal equity commensurate with experience and skill set. Our Culture We prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with core values: keep it simple, lead with honesty, and put people first. Our team challenges the status quo, experiments, iterates, and delivers results. We expect people who thrive in ambiguity, take on challenging problems, seek feedback, and drive impact. Our work is demanding; we aim for excellence and rapid pace. Our Approach to Work Some roles are remote‑first; others are in‑office. Certain roles benefit from regular in‑person connection to support collaboration and customer engagement. Occasional travel may be required—department‑wide off‑sites, quarterly meetings, and periodic customer events across Canada, USA, and EMEA. In leadership roles, travel averages once per month. All go‑to‑market roles have in‑person onboarding in Toronto. What We Offer Benefits include: Health and wellbeing: maternity/parental leave top‑up programs, competitive health benefits, generous PTO, RSU program, retirement matching, free 1Password account, paid volunteer days, peer‑to‑peer recognition via Bonusly, remote‑first work environment. Seniority Level Mid‑Senior Level Employment Type Full‑time Job Function Other Industries Computer and Network Security You Belong Here 1Password is an equal‑opportunity employer committed to fostering an inclusive, diverse, and equitable workplace built on trust, support, and respect. We welcome all individuals and do not discriminate on the basis of gender identity, expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, language spoken, or veteran status. Accommodation is available upon request during our recruitment process. Remote work is a part of our DNA; we can work from your home country. Successful applicants must complete a background check. 1Password uses AI and ML to assist in initial screening; if you prefer not to have your application assessed using AI/ML features, you may opt‑out by completing the appropriate form. For additional information, see the Candidate Privacy Notice. #J-18808-Ljbffr