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Salary: USD 121,000 - 146,500 / 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 in ARR and was named to the Forbes Cloud 100 for four consecutive years.
The Customer Experience team designs digital-first experiences that help customers deploy, activate, and grow with confidence. As a Senior Digital Customer Success Campaign Manager, you will own and evolve digital customer success programs across the entire customer lifecycle—from onboarding through activation and beyond.
In this individual contributor role, you will design, build, and optimize targeted digital journeys that guide customers to the right next step at the right moment. You will blend program strategy, campaign execution, analytics, experimentation, and cross-functional collaboration to deliver measurable customer impact at scale. Key responsibilities include:
• Design, launch, and continuously improve digital customer success campaigns and programs across onboarding, activation, adoption, and growth stages.
• Build scalable customer journeys using content-led interventions and targeted human engagement when needed.
• Identify customer signals, behaviors, milestones, and friction points that indicate progress, risk, or opportunity.
• Translate customer and product insights into triggered programs and campaigns using existing resources and tools.
• Draft, edit, and optimize customer-facing communications including email campaigns, journey messaging, and supporting content.
• Monitor program performance using metrics such as activation, deployment, engagement, retention, expansion, and churn.
• Conduct A/B testing, cohort analysis, and message iteration to improve campaign tone, timing, targeting, and outcomes.
• Partner with Data, Product, Customer Success Operations, Content, and Voice of Customer teams to align digital programs with insights and business priorities.
• Build dashboards and reporting to track program health and recommend improvements.
• Leverage AI tools and emerging technologies to accelerate campaign creation, analysis, experimentation, and optimization.
This is a remote role reporting to the Senior Manager, Digital Customer Success. Note: all go-to-market roles have an in-person onboarding in Toronto. The role is part of a team that challenges the status quo, experiments iteratively, and operates at a fast pace with high standards for excellence.
1Password emphasizes a human-centric approach to security and productivity. The company is committed to leveraging AI thoughtfully—team members are expected to become power users of AI tools in their daily work, using them to work smarter and move faster while maintaining critical thinking about AI's current and future forms.
REQUIREMENTS:
• 6+ years of experience in Digital Customer Success, Customer Marketing, Lifecycle Marketing, Growth Operations, Customer Success Operations, Product-Led Growth, or related SaaS environment.
• Demonstrated success building and owning lifecycle or digital success programs with measurable business impact.
• Experience creating scalable campaigns, workflows, or journeys rather than managing a book of business.
• Strong understanding of the customer lifecycle: onboarding, activation, adoption, retention, expansion, renewal, and risk management.
• Ability to interpret customer and product signals, identify patterns, and translate them into clear campaign strategies and measurable interventions.
• Strong written and verbal communication skills; ability to create concise, effective messaging for different customer audiences and personas.
• Hands-on experience with tools such as Gainsight, Salesforce, Marketo, Outreach, or similar customer success and marketing automation platforms.
• Experience collaborating across Customer Success, Product, Support, Operations, Marketing, Content, and Data teams.
• Comfort working in changing environments where teams build new programs, processes, and operating models from the ground up.
• Preferred: experience using AI tools to support program design, experimentation, and campaign optimization; experience with 1Password and/or cybersecurity.
