Senior Director, Digital Customer Success

October 16

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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

• Design and own the digital customer success strategy • Partner with Product to embed customer success into the product experience • Collaborate with Marketing on lifecycle communications, campaigns, and content • Drive activation of existing services, ensuring customers realize ongoing value • Own expansion motions (upsell, cross-sell) through coordinated digital campaigns • Monitor health across the customer base and proactively address churn risks • Run a test-and-learn approach to digital programs • Provide actionable insights back to Product, Marketing, and Customer Success leadership • Build and lead a high-performing team

🎯 Requirements

• Minimum 7+ years of experience in Customer Success, Digital Programs, or Product-Led Growth at a SaaS company (500 employees+) • Minimum 3+ years leading teams during the above years • Proven track record of driving activation, expansion, and retention in a digital-first or scaled-success model • Strong partnership skills with Product and Marketing • Experience with customer success and lifecycle tools like; Gainsight, Salesforce, Iterable, Marketo • Experience with analytics tools like; Pendo, Mixpanel, Amplitude • Comfort with APIs, integrations, and working alongside engineering/ops teams to automate at scale • Analytical mindset with the ability to measure impact, identify trends, and turn data into action • Excellent communication skills with the ability to influence stakeholders and executive leadership • Strong leadership skills with experience building or leading a program team.

🏖️ Benefits

• Health insurance • Dental • 401k • Generous paid time off • Equity grant