Senior Director, Customer Success Management

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7 hours ago

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1Password

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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.

501 - 1000 employees

Founded 2009

🔒 Cybersecurity

☁️ SaaS

⚡ Productivity

💰 $620M Series C on 2022-01

📋 Description

• Lead, grow and develop the Customer Success Management team by setting the strategy and prioritizing Objectives and Key Results (OKRs) • Build and lead a world class team of CSMs, first line and second line managers • Be the most knowledgeable person when it comes to the health of our existing customer business • Identify risks at the most micro and macro levels of our business • Expand revenue by identifying new use cases, seat expansion, and cross-sell opportunities • 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 • Develop and operationalize playbooks, success plans and key metrics for CSM teams • Represent the voice of the customer across the business • Partner closely with our Sales and Account Management teams

🎯 Requirements

• 10+ years of Customer Success experience within the tech industry or in a fast-paced, global environment • Minimum of 5 years leading large-scale Customer Success organizations (50+ employees) • 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

• Immediate participation in 1Password's benefits program (health, dental, 401k and many others) • Generous paid time off • Equity grant • Participation in incentive programs