Senior Customer Success Manager

1Password is growing and has surpassed $500M in ARR. As a Senior CSM at 1Password, you own and strategically manage a portfolio of customers, driving value realization, revenue retention, and expansion outcomes that consistently exceed expectations. You operate with full commercial autonomy, engage VP and C-suite stakeholders as a trusted advisor, and manage complex renewals without escalation. Beyond your own book, you raise the bar for the team through mentorship, playbook contributions, and peer enablement. This is a remote opportunity within the UK.

Responsibilities

Independently manage a portfolio of moderately to highly complex accounts and adapt success plans to each customer's context; Maintain full success plan coverage and produce documented best practices and playbooks; Proactively identify and mitigate renewal risks; Achieve strong Executive Sponsor attendance in EBRs; Maintain commercial intelligence across strategic accounts; Translate advanced 1Password capabilities into outcomes for VP and C-suite stakeholders; Achieve strong amendment and renewal upsell win rates and source expansion opportunities; Maintain forecasting hygiene; Manage commercial objections, renewal negotiations, and competitive conversations independently; Build and present business cases to customer champions; Act as a trusted security advisor and design AI-assisted workflows for teammates; Lead joint account planning with AEs; Mentor Level B CSMs; Lead or co-lead cross-team initiatives

Requirements

6+ years in a customer-facing, consultative, or technical role in SaaS (Customer Success, Solutions Engineering, Technical Account Management, or IT/security leadership); Demonstrated track record of exceeding retention, adoption, and expansion outcomes; Proven ability to run executive business reviews with VP and C-suite stakeholders; Background in cybersecurity, IAM, identity security, or enterprise IT preferred; Strategic success planning and multi-threaded stakeholder management across a complex portfolio; Commercial acumen: independently qualifies, advances, and documents expansion opportunities; manages negotiations without oversight; Designs and applies AI-assisted workflows to commercial execution; documents use cases in a shareable format; Strong Gainsight and Salesforce hygiene; consistent forecasting discipline; Highly autonomous; manages complex accounts without requiring managerial direction; Commercial thinker who connects customer outcomes to expansion potential; Strong executive presence, adapting messaging across technical, operational, and C-suite audiences; Elevates teammates through knowledge sharing and informal mentorship

Nice to have

Background in cybersecurity, IAM, identity security, or enterprise IT; Former 1Password power user; Experience recognized with performance distinction

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; Health, dental, pension, and other benefits program; Equity grant; Eligibility for incentive programs