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Senior Customer Success Manager

1Password· GTM
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Remote£73k - £106kFull-timePosted 3w ago

About the role

Senior CSM responsible for owning and strategically managing a portfolio of customers, driving value realization, revenue retention, and expansion outcomes with full commercial autonomy, and mentoring peers.

Responsibilities

  • Own and manage a portfolio of moderately to highly complex accounts with tailored success plans
  • Maintain full success plan coverage and contribute best practices and playbooks
  • Proactively identify and mitigate renewal risks and close risk CTAs
  • Drive executive engagement through EBRs with VP and C-suite stakeholders
  • Translate 1Password capabilities into measurable ROI for senior stakeholders
  • Lead revenue retention and expansion, including amendments and renewals
  • Forecast with high hygiene and minimal unresolved renewals
  • Manage commercial objections and renewal negotiations independently
  • Build and present business cases to customer champions and advance deals with AE alignment
  • Act as a trusted security advisor with deep knowledge of 1Password product suite
  • Collaborate with AEs on joint account planning; mentor less experienced CSMs
  • Lead or co-lead cross-team initiatives and share tools/improvements
  • Develop fluency in 1Password product, CS methodology, and commercial motion
  • Achieve full ownership of portfolio by Month 3 and strategic autonomy by Month 6
  • Contribute to team practices and mentor peers
  • Travel as needed for go-to-market activities and onboarding as applicable

Qualifications

  • 6+ years in a customer-facing, consultative, or technical SaaS role (CSM, Solutions Engineering, Technical Account Management, or IT/security leadership)
  • Track record of exceeding retention, adoption, and expansion outcomes; recognition for performance is a plus
  • Experience running executive business reviews with VP and C-suite stakeholders
  • Background in cybersecurity, IAM, identity security, or enterprise IT preferred; former 1Password power user a strong plus
  • Strategic success planning and multi-threaded stakeholder management across complex portfolios
  • Commercial acumen: ability to qualify, advance, and document expansion opportunities; negotiate independently
  • Designs and applies AI-assisted workflows to commercial execution; documents use cases
  • Strong Gainsight and Salesforce hygiene; forecasting discipline
  • Highly autonomous with complex accounts
  • Commercial thinker linking customer outcomes to expansion potential
  • Strong executive presence with ability to tailor messaging to technical, operational, and C-suite audiences
  • Mentorship and knowledge sharing to elevate teammates

Skills

Required:Executive business reviewsPortfolio managementForecasting

Benefits

  • Health and dental benefits
  • Pension/retirement matching
  • Maternity and parental leave top-up programs
  • Generous PTO policy
  • RSU program
  • Free 1Password account
  • Paid volunteer days
  • Recognition program (Bonusly)
  • Remote-first work environment
  • Equity grant where applicable
  • Participation in incentive programs
Last updated Sep 30, 2026. Interested? Apply on the company site.
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About 1Password

Password Manager & Extended Access Management | 1Password

More than a password manager and leader in Extended Access Management. Secure all sign-ins to every application from any device with 1Password.

Password ManagementExtended Access ManagementEnterprise SecurityCybersecuritySaaS ManagementPassword Generator
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