1Password · 5 days ago
Senior Director, Customer Success Management
United States
Full-time
Remote
Director/Executive
$173K/yr - $233K/yr
10+ years exp1Password is a rapidly growing company known for its innovative cybersecurity solutions. The Senior Director of Customer Success Management will lead the Customer Success and Renewals teams to develop strategies that enhance customer retention and advocacy while driving revenue growth.
Cyber SecurityInformation TechnologyNetwork SecurityPrivacySoftwareWeb Apps
Responsibilities
Leading, growing and developing the Customer Success Management team by setting the strategy and prioritizing Objectives and Key Results (OKRs)
Build and lead a world class team. Recruit and develop a high performing team of CSMs, first line and second line managers capable of excelling in a high growth scale up environment
Be the most knowledgeable person when it comes to the health of our existing customer business. You’ll need to be deep in the data, conducting your own analysis in order to find, measure and act to mitigate trends we’re seeing across more than 175k businesses. You’ll own identifying risks at the most micro and macro levels of our business
Expand revenue with accounts by identifying new use cases, seat expansion, and cross-sell opportunities through digital efforts and onsite QBRs
Drive measurable improvements in product adoption, utilization and customer satisfaction (NPS/CSAT)
Make a meaningful impact on contraction and churn by deploying program to help customers see value and achieve their business outcomes
Develop and operationalize playbooks, success plans and key metrics for CSM teams in different customer tiers with different levels of customer touch; Create standardized frameworks for renewals and advocacy that enable consistent execution and scale
Representing the voice of the customer across the business, influencing internal stakeholders using qualitative and quantitative proof points to promote a customer-centric mindset across the organization
Driving the customer success management organization to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments - Enterprise, Commercial, SMB
Partner closely with our Sales and Account Management teams to engage with leaders at prospective customers and existing customers to define goals and leverage our product and services to achieve them
Qualification
Required
10+ years of Customer Success experience within the tech industry or in a fast-paced, global environment
Demonstrated progressive experience in a Customer Success and/or Professional Services leadership role
Sales experience will also be considered
Minimum of 5 years leading large-scale Customer Success organizations (50+ employees), including multiple layers of management
Proven success designing and scaling Customer Success organizations across a diverse portfolio, from SMB to Enterprise
Experience leading through managers, mentoring great talent and developing high-performing teams
The ability to architect service and support delivery models that align with current customer segments, deliver customer value and scale with growth projections
Executive presence with the ability to engage and influence C-level customers and cross-functional peers
Strong analytical and operational mindset, skilled at using data, experimentation, and metrics to inform decisions and measure impact
Proficiency with Salesforce, Gainsight, and data visualization tools; comfortable interpreting complex data sets
Benefits
Health and wellbeing
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
Company
1Password
1Password operates as a password manager for documents, credit card information, and addresses.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$1.02BKey Investors
ICONIQ GrowthAccel
2025-10-10Secondary Market· $100M
2022-01-19Series C· $620M
2021-07-27Series B· $100.14M
Leadership Team
David Faugno
Chief Executive Officer
Jeannie De Guzman
Chief Operating Officer
Recent News
2026-01-14
2026-01-13
2026-01-13
Company data provided by crunchbase