Director, Customer Success

About the role

This position will guide a team focused on nurturing and expanding relationships with 1Password's most significant enterprise clients. You will be responsible for the overall success and growth of this customer segment, ensuring client satisfaction and driving revenue expansion.

Key facts

What you'll do

• Lead and develop a team of Enterprise Customer Success Managers, overseeing their performance and professional growth.
• Drive net revenue retention (NRR) for the enterprise segment by managing renewals, identifying expansion opportunities, and ensuring customer value realization.
• Develop and implement customer success strategies, including engagement models, executive business reviews, and success planning.
• Collaborate closely with Sales, Solutions Engineering, and Product teams to align customer needs with business objectives.
• Serve as a senior point of contact for critical customer escalations and ensure effective resolution.
• Foster a culture of continuous improvement, AI adoption, and high performance within the team.

Requirements

• A minimum of 10 years of experience in Customer Success, enterprise account management, or a similar post-sale role within a SaaS environment, with a proven record of achieving NRR and expansion targets.
• At least 10 years of experience in people management, including leading and developing Customer Success professionals at various levels. Experience managing managers is highly desirable.
• Demonstrated ability to lead enterprise-focused CS teams through complex renewal cycles, executive engagements, and commercial expansion initiatives.
• Strong understanding of Customer Success operational frameworks, including success planning, executive business reviews, risk management, and forecasting.
• Proficiency with Gainsight and Salesforce, and experience utilizing CS platforms to manage team performance, customer health, and pipeline visibility at scale.
• Experience in cybersecurity or identity security is strongly preferred.

Nice to have

• Previous experience as a 1Password user or practitioner.

Skills & tools

• Gainsight
• Salesforce

Practical notes

• This role is eligible for immediate participation in 1Password's benefits program, including health, dental, 401k (US) or RRSP (Canada), generous paid time off, and equity grants.
• This is an existing vacancy.
• Compensation is determined based on market value and individual experience.