Apply on Employer Site

1Password · 2 weeks ago

Operations & Program Manager, Customer Success

United States

Full-time

Remote

Mid, Senior Level

$122K/yr - $166K/yr

6+ years exp

1Password is a rapidly growing company focused on building a safe and productive digital future. As an Operations & Program Manager for Customer Success, you will drive programs and operational frameworks to enhance customer engagement, retention, and growth by optimizing workflows and collaborating with various teams.

Cyber SecurityInformation TechnologyNetwork SecurityPrivacySoftwareWeb Apps

Comp. & Benefits

Responsibilities

Drive and Scale Customer Success Programs

Build and refine frameworks that support consistent, high-quality customer discovery and executive-level engagements, ensuring teams have the templates, insights, and workflows needed to drive strategic value conversations

Design, optimize, and maintain AI-supported handoff workflows across Sales, Implementation, and Customer Success to ensure customer context is seamlessly captured, enriched, and actionable

Strengthen Forecasting, Renewals, and Lifecycle Management

Lead improvements in forecasting accuracy by developing processes, dashboards, and operational guidance that help Success teams identify risk, surface expansion opportunities, and accurately signal renewal likelihood

Partner with the Renewals organization to evolve renewal workflows, streamline processes, and support a consistent and predictable renewal experience for customers

Map and enhance workflows across onboarding, adoption, risk management, expansion, and renewal to remove friction, improve cross-functional alignment, and drive better customer outcomes

Support Strategic Planning & Territory Alignment

Translate planning outputs into operational processes and documentation that ensure alignment across GTM teams

Lead Tooling Ownership & Cross-Functional Execution

Serve as the operational and technical owner for key Customer Success systems ensuring they are configured to support lifecycle needs and integrated smoothly across the GTM ecosystem

Act as the primary liaison with TechOps, leading the intake, prioritization, coordination, and successful completion of tooling changes required to support Customer Success processes and programs

Evaluate system usage, operational performance, and customer lifecycle data to guide continuous improvements, identify automation opportunities, and scale high-impact workflows

Drive Readiness, Enablement & Change Management

Develop (and partner with Sales Enablement when required) to lead rollout plans, communications, training, and change-management strategies to ensure organization-wide adoption of new tools, processes, and Customer Success programs

Create and maintain documentation, playbooks, and resources that enable consistent execution across Customer Success, Sales, and broader CX teams

Stay Ahead of Industry Best Practices

Monitor emerging trends and innovations in Customer Success operations, (including, AI-assisted workflows, forecasting methodologies) making recommendations that elevate operational maturity and support scalable growth

Qualification

Customer Success operationsData analysisOperational process optimizationForecasting methodologiesProgram managementCross-functional collaborationChange managementTraining materials developmentAI-assisted workflowsCommunication

Required

6+ years of experience in Customer Success operations, revenue operations, customer onboarding, or an adjacent field, ideally with exposure to forecasting, renewals, or scaled program management

Strong understanding of the customer lifecycle, including adoption, risk management, expansion, and renewal motions

Proven ability to optimize operational processes, create scalable frameworks, and identify gaps or inefficiencies within CS or broader GTM environments

Experience collaborating with cross-functional partners (Customer Success, Account Management, Sales, Support, Product, Operations) to ensure alignment across the customer journey

Demonstrated success managing CS-related initiatives such as EBR program creation, handoff improvement, renewals workflows, or forecasting operations

Proficiency with data analysis and metrics tracking to surface trends, assess performance, and inform decision-making

Excellent communication and collaboration skills, able to work effectively across technical and non-technical teams

Comfortable operating in fast-changing environments with evolving priorities