Director, Customer Success – Enterprise

🔥 11 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $168k - $252k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

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1Password

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

🔒 Cybersecurity

☁️ SaaS

⚡ Productivity

💰 $620M Series C on 2022-01

Cybersecurity • SaaS • Productivity

1Password is a leading password management and cybersecurity company that offers solutions for both individual and business customers to securely store and manage passwords, secrets, and sensitive information. With features like extended access management (XAM), 1Password empowers users to manage access to every application and web account, ensuring security across all devices with alerts for possible breaches. Trusted by over 150,000 businesses, 1Password provides comprehensive security solutions that enhance productivity by enabling easy and secure sharing of credentials and managing permissions, while maintaining high visibility and control. Their services cater to enterprises and families, providing protection from bad actors in today's SaaS-centric hybrid work environment.

📋 Description

• lead a team of Enterprise CSMs across experience levels • own the Enterprise segment's NRR outcomes, engagement model, and team performance • accountable for the full post-sale success motion in the Enterprise segment: retention, expansion pipeline generation, executive business review quality, success plan coverage, and forecasting accuracy • shape how Customer Success operates at scale, develops exceptional talent, and serves as a senior cross-functional partner to Enterprise Sales, RevOps, Solutions Engineering, and Product • drive forecasting rigor at the team level and provide CS leadership with accurate, forward-looking segment visibility

🎯 Requirements

• 10+ years in Customer Success, enterprise account management, or a strategic post-sale function in SaaS, with a demonstrated track record of owning NRR and expansion outcomes • 10+ years of people management experience, with demonstrated progression in leading and developing CSMs at multiple levels; experience managing managers is a strong 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 – success planning, EBR design, risk CTA management, renewal and expansion forecasting – and how they connect to segment-level NRR performance • Strong familiarity with Gainsight and Salesforce; experience using CS platforms to manage team performance, customer health, and pipeline visibility at scale • Background in cybersecurity, identity security, IAM, strongly preferred; former 1Password power user or practitioner is a meaningful advantage

🏖️ Benefits

• immediate participation in 1Password's benefits program (health, dental, 401k and many others) • generous paid time off • an equity grant • participation in our incentive programs