Director, Customer Success (Enterprise)

1Password
Canada, United States
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Executive presence","Communication","Systems thinking","Operational rigor"]

Lead 1Password’s Enterprise Customer Success organization by owning NRR outcomes and the post-sale success motion across retention, expansion pipeline generation, executive business reviews, success plan coverage, and forecasting accuracy. You’ll be a player-coach for Enterprise CSMs, build and scale high-performing teams, and partner closely with Enterprise Sales, RevOps, Solutions Engineering, and Product to drive executive partnerships and measurable customer revenue outcomes at scale.

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FursaFursa
1Password
1Password
1 month ago

Director, Customer Success (Enterprise)

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Last checked: 16 hours agoStatus: Live

Job Summary

Lead 1Password’s Enterprise Customer Success organization by owning NRR outcomes and the post-sale success motion across retention, expansion pipeline generation, executive business reviews, success plan coverage, and forecasting accuracy. You’ll be a player-coach for Enterprise CSMs, build and scale high-performing teams, and partner closely with Enterprise Sales, RevOps, Solutions Engineering, and Product to drive executive partnerships and measurable customer revenue outcomes at scale.
Location: Canada, United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Lead Enterprise CS strategy and execution, owning NRR targets and renewals/expansion pipeline generation motions across retention and growth outcomes.
  • •Manage and scale a team of Enterprise CSMs, setting performance standards and developing talent through coaching, deal reviews, and development plans.
  • •Drive forecasting rigor by maintaining forecasting hygiene, identifying renewal risks with lead time, and providing accurate segment visibility.
  • •Design and scale Enterprise CS engagement models, success planning standards, EBR methodologies, and playbooks to improve repeatable outcomes.
  • •Serve as senior escalation owner for critical customer situations and align stakeholders across Enterprise Sales, Solutions Engineering, RevOps, Support, and Product.
Travel: Medium travel

Pay and Benefits

Perks:Health InsuranceDental401kEquityPaid LeaveRemote Work

Key Requirements

  • •10+ years in Customer Success, enterprise account management, or a strategic post-sale function in SaaS, with a track record of owning NRR and expansion outcomes.
  • •10+ years of people management experience leading and developing CSMs; experience managing managers is a plus.
  • •Proven ability to lead Enterprise-focused CS teams through complex renewals, executive stakeholder engagement, and commercial expansion motions.
  • •Deep familiarity with CS operating frameworks including success planning, EBR design, risk CTA management, and renewal/expansion forecasting.
  • •Strong familiarity with Gainsight and Salesforce for managing team performance, customer health, and pipeline visibility at scale.
Experience:SaaS
Skills:LeadershipExecutive presenceCommunicationSystems thinkingOperational rigor
Tech Stack:GainsightSalesforceAIMachine learningNatural language processingPredictive analyticsIAMUnified Access Management

Company Brief

1Password
1Password (AgileBits Inc.) provides a password manager and identity-security platform for individuals and businesses, offering secure credential storage, sharing, and access management across devices and AI agents.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 250M to 500M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: Toronto, Canada
Founded: 2005
Glassdoor
Glassdoor: 3.3
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