About the role

Role Overview

As Director, Customer Success (Enterprise) at 1Password, you will lead a team of Enterprise Customer Success Managers (CSMs) and own outcomes for the Enterprise segment—especially NRR (Net Revenue Retention). This is a player-coach role focused on scaling Customer Success operations and building long-term executive partnerships with strategic enterprise customers.

Responsibilities

Lead Enterprise CSMs across experience levels and develop top-performing talent (including managing managers as a plus).
Own Enterprise segment NRR outcomes, including:
- retention
- expansion pipeline generation
- executive business review (EBR) quality
- success plan coverage
- forecasting accuracy
Run the end-to-end post-sale success motion for Enterprise accounts.
Partner with Enterprise Sales, RevOps, Solutions Engineering, and Product as a senior cross-functional stakeholder.
Establish and improve Customer Success operating frameworks at scale, ensuring operational rigor.
Bring a strong customer + revenue outcomes mindset, using systems thinking and executive presence.

Requirements

10+ years in Customer Success, enterprise account management, or strategic post-sale SaaS roles, with a demonstrated track record owning NRR and expansion outcomes.
10+ years of people management experience, with progression leading and developing CSMs at multiple levels (managing managers preferred).
Experience leading enterprise CS teams through complex renewals and executive stakeholder engagement.
Deep familiarity with CS operating frameworks, including:
- Success planning
- EBR design
- Risk CTA management
- renewal & expansion forecasting
- how these connect to segment-level NRR performance

Remote Work

Remote opportunity within Canada and the US.

About 1Password

1Password is a cybersecurity company building enterprise identity security, including a market-leading enterprise password manager and Unified Access Management. Its mission is to enable a safe, productive digital future by ensuring authentic identities, secure sign-ins, and trusted devices. The company serves large enterprises and fast-growing AI-focused organizations.