Senior Customer Success Manager

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

💵 £73k - £106k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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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

• Own and strategically manage a portfolio of customers • Drive value realization, revenue retention, and expansion outcomes • Independently manage moderately to highly complex accounts and adapt success plans to customer context • Maintain full success plan coverage and produce documented best practices and playbooks • Identify and mitigate renewal risks and close risk CTAs within defined timeframes • Drive executive sponsor attendance in data-backed, value-driven executive business reviews • Maintain commercial intelligence across strategic accounts, including budget cycles, organizational changes, compliance mandates, and stack rationalization • Translate advanced 1Password capabilities into measurable outcomes and ROI for VP and C-suite stakeholders • Source and advance expansion opportunities and achieve strong amendment and renewal upsell win rates • Maintain forecasting hygiene for upcoming renewals • Manage commercial objections, renewal negotiations, and competitive conversations independently • Build and present business cases to customer champions and advance deals with AE alignment • Advise customers on security using product knowledge, regulatory context, breach patterns, and competitive dynamics • Design and share replicable AI-assisted workflows with teammates • Lead joint account planning with Account Executives • Mentor Level B CSMs through call shadowing, coaching, and onboarding support • Lead or co-lead cross-team initiatives and contribute tools or improvements adopted by peers • Develop fluency in 1Password’s product suite, CS methodology, and commercial motion during onboarding • Independently manage customer touchpoints by the end of Month 1 • Take full ownership of the book, maintain EBR cadence, and source expansions by Month 3 • Operate with full commercial autonomy, contribute to team practices, and mentor peers by Month 6

🎯 Requirements

• 6+ years in a customer-facing, consultative, or technical role in SaaS, such as Customer Success, Solutions Engineering, Technical Account Management, or IT/security leadership • Demonstrated track record of exceeding retention, adoption, and expansion outcomes • Proven ability to run executive business reviews with VP and C-suite stakeholders • Background in cybersecurity, IAM, identity security, or enterprise IT preferred • Strategic success planning and multi-threaded stakeholder management across a complex portfolio • Commercial acumen, including independently qualifying, advancing, and documenting expansion opportunities and managing negotiations without oversight • Ability to design and apply AI-assisted workflows to commercial execution and document use cases in a shareable format • Strong Gainsight and Salesforce hygiene • Consistent forecasting discipline • High autonomy in managing complex accounts • Strong executive presence and ability to adapt messaging for technical, operational, and C-suite audiences • Ability to elevate teammates through knowledge sharing and informal mentorship • Must live in the United Kingdom and already be legally authorized to work there; no work authorization, relocation assistance, or sponsorship/transferring of a visa offered • Successful applicants must complete a background check

🏖️ Benefits

• Immediate participation in 1Password's benefits program, including health and dental benefits • Pension • Generous paid time off • Equity grant • Eligibility for incentive programs • 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 • Accommodation available upon request during recruitment • Occasional department offsites, quarterly department meetings, and periodic customer events