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Salary: GBP 73,000 - 106,000 / annual
1Password is a market-leading enterprise password manager and Unified Access Management platform trusted by over 180,000 businesses, from Fortune 100 companies to innovative AI firms. The company has surpassed $400M ARR and was named to the Forbes Cloud 100 for four consecutive years.
As a Senior Customer Success Manager, you will own and strategically manage a portfolio of moderately to highly complex accounts, driving value realization, revenue retention, and expansion outcomes that consistently exceed expectations. You operate with full commercial autonomy: independently advancing expansion opportunities, engaging VP and C-suite stakeholders as a trusted advisor, and managing complex renewals without escalation. Beyond your own book, you raise the bar for the team through mentorship, playbook contributions, and peer enablement.
Key responsibilities include:
- Independently manage a portfolio of complex accounts, maintaining full success plan coverage and producing documented best practices applied across accounts with measurable KPI improvement.
- Proactively identify and mitigate renewal risks; close risk CTAs with high success rates within defined timeframes.
- Achieve strong Executive Sponsor attendance in value-driven, data-backed EBRs that consistently advance renewal confidence.
- Maintain commercial intelligence across strategic accounts—budget cycles, org changes, compliance mandates, stack rationalization.
- Translate advanced 1Password capabilities into clear outcomes for VP and C-suite stakeholders; tie adoption to measurable ROI and long-term advocacy.
- Achieve strong amendment and renewal upsell win rates; proactively source and advance expansion opportunities with documented context.
- Manage commercial objections, renewal negotiations, and competitive conversations independently without escalation for standard to complex scenarios.
- Build and present business cases to customer champions; advance deals with sufficient depth to move through the pipeline with AE alignment.
- Develop deep working knowledge of the full 1Password product suite; design tailored success journeys connecting feature adoption to measurable business outcomes.
- Incorporate regulatory context, breach patterns, and competitive dynamics into EBRs with confidence.
- Design and share AI-assisted workflows with teammates in replicable, documented format.
- Lead joint account planning with your AE; serve as a proactive commercial collaborator who improves deal outcomes.
- Mentor Level B CSMs through call shadowing, ad hoc coaching, or onboarding support.
- Lead or co-lead cross-team initiatives; contribute tools or improvements adopted by peers.
Onboarding timeline: Month 1 focuses on fluency in 1Password's product suite, CS methodology, and commercial motion. By Month 3, you achieve full portfolio ownership with consistent EBR cadence and expansion sourcing. By Month 6, you operate at full commercial autonomy, contributing to team practices and mentoring peers.
The company emphasizes AI integration across GTM roles—you are expected to become a power user, leveraging AI daily to work smarter and move faster. Real-time coaching and AI-surfaced insights help anticipate customer needs and create more time for meaningful engagement.
Note: All go-to-market roles require in-person onboarding in Toronto. Occasional travel is expected, including department-wide offsites, quarterly meetings, and periodic customer events across Canada, USA, and/or EMEA.
REQUIREMENTS:
- 6+ years in a customer-facing, consultative, or technical role in SaaS (Customer Success, Solutions Engineering, Technical Account Management, or IT/security leadership)
- Demonstrated track record of exceeding retention, adoption, and expansion outcomes; performance distinction is a plus
- Proven ability to run executive business reviews with VP and C-suite stakeholders
- Background in cybersecurity, IAM, identity security, or enterprise IT preferred; former 1Password power user is a strong plus
- Strategic success planning and multi-threaded stakeholder management across complex portfolios
- Commercial acumen: independently qualifies, advances, and documents expansion opportunities; manages negotiations without oversight
- Ability to design and apply AI-assisted workflows to commercial execution; documents use cases in shareable format
- Strong Gainsight and Salesforce hygiene; consistent forecasting discipline
- Highly autonomous; manages complex accounts without requiring managerial direction
- Commercial thinker who connects customer outcomes to expansion potential naturally
- Strong executive presence—adapts messaging across technical, operational, and C-suite audiences
- Elevates teammates through knowledge sharing and informal mentorship
