Senior Manager Implementation and Onboarding

Our Implementations and Onboarding team is responsible for understanding the relationships and desired outcomes established during the sales process, building a launch plan for success, and helping customers get the most out of 1Password's suite of products. We are customer-obsessed, technically curious, and committed to building deep, trusted partnerships that help organizations succeed securely with 1Password and moving with urgency to solve what matters most. You will operate as a senior people leader, organizational architect, and strategic partner to cross-functional leaders. This role has expanded scope and influence, with ownership over team strategy, execution standards, capacity planning, and cross functional alignment. You will shape how technical implementation and deployment scales, ensure consistency and quality across teams, and directly influence retention, expansion readiness, and customer trust. This role requires a player-coach mindset with the ability to directly support complex implementations and guide the team through technical challenges. You will partner closely with senior leaders in Customer Success, Sales, Support, and Product to ensure customers receive cohesive, high impact technical guidance and advocacy. This role blends senior people leadership, technical depth, operational excellence, and strategic thinking. Adaptability, systems thinking, strong executive presence, and a high bar for talent development will be key to success. This is a remote opportunity within Canada and the US.

Responsibilities

Operate as a senior people leader, organizational architect, and strategic partner to cross-functional leaders; Own team strategy, execution standards, capacity planning, and cross functional alignment; Shape how technical implementation and deployment scales, ensure consistency and quality across teams, and directly influence retention, expansion readiness, and customer trust; Directly support complex implementations and guide the team through technical challenges; Partner closely with senior leaders in Customer Success, Sales, Support, and Product to ensure customers receive cohesive, high impact technical guidance and advocacy; Develop deep expertise in the 1Password product, customer use cases, and security ecosystem; Understand how success is measured across Implementation, Solutions Architecture, and Customer Success; Build strong relationships with senior internal partners and stakeholders; Lead and develop the IC's and managers; Establish clear expectations, success metrics, and growth paths across roles; Drive hiring strategy, onboarding excellence, and long term talent development; Foster strong team rituals, communication norms, and knowledge-sharing systems; Define and evolve engagement models, processes, and playbooks; Ensure consistent, high quality technical engagement across all customer segments; Align resources, skills, and priorities to customer needs and business goals; Promote and model a 'working out loud' approach to transparency and alignment; Act as a senior escalation point for high impact, high risk, or complex customer situations; Partner with cross-functional leaders to drive resolution and maintain customer trust; Ensure learnings from escalations inform process improvements and enablement; Provide leadership with clear visibility into customer health, adoption trends, and risks; Deliver insights and recommendations that influence strategy and investment decisions; Represent the voice of technical post sale teams in planning and prioritization discussions; Create a culture of accountability and ownership

Requirements

8+ years of experience in post-sale SaaS roles such as Implementation, Professional Services or Solutions Engineering; 4+ years of people management experience, with demonstrated progression to managing managers and/or multiple distinct technical functions; Proven experience leading both IC technical teams and specialized technical roles (e.g. Professional Services or TAMs); Track record of successfully supporting customers across segments in complex, security-focused technical environments; Experience implementing repeatable service delivery models; Experience influencing and improving the full customer lifecycle, including sales handoff, onboarding, adoption, renewal, and expansion motions; Demonstrated ability to build, scale, and lead multi-layered, high-performing technical onboarding teams; Experience leading through organizational change, driving adoption of new roles, processes, and tools; Experienced in managing managers and senior ICs, including succession planning and leadership development; Sets and reinforces clear standards for technical excellence, customer engagement quality, and accountability; Skilled in organizational design, role clarity, and capacity planning across multiple teams; Comfortable acting as a senior escalation point for complex customer and organizational challenges; Strong technical foundation with the credibility to guide, challenge, and mentor senior technical professionals in program management and implementation; Understanding of technologies such as SSO, SCIM, directory services (AD, Okta, Azure AD), APIs, CLI tools, and SaaS architectures; Strategic, data informed decision maker who can identify trends, risks, and opportunities at scale; Able to translate technical and customer signals into organizational strategy, investment priorities, and roadmap feedback; Experience defining success metrics and operating rhythms for technical deployment and onboarding teams; Ability to troubleshoot integrations, API's or automation workflows; Senior, trusted partner to Customer Success, Sales, Sales Engineering, Technical Account Management, Support, and Product leadership; Able to align stakeholders across functions and levels, including executive audiences; Customer centric leader with a strong focus on value realization, long term relationships, and scalable outcomes; Navigates ambiguity with confidence and drives clarity through influence rather than authority; Excellent written and verbal communication skills, with strong executive presence; Confident representing the technical post-sale organization in leadership forums; Able to clearly articulate risks, tradeoffs, and recommendations; Champions enablement, documentation, and shared learning across teams and functions

Nice to have

Strong familiarity with security, identity, or IT administration domains strongly preferred; Hands-on experience with 1Password or another password manager

Benefits

Maternity and parental leave top-up programs; Competitive health benefits; Generous PTO policy; RSU program for most employees; Retirement matching program; Free 1Password account; Paid volunteer days; Peer-to-peer recognition through Bonusly; Remote-first work environment; Immediate participation in benefits program (health, dental, 401k/RRSP and many others); Equity grant; Participation in incentive programs where applicable