Senior Customer Success Manager, Commercial

Senior Customer Success Manager, Commercial 1Password is growing faster than ever. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing and the Utah Mammoth. About 1Password At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work. If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future. As a Senior Customer Success Manager, you own and strategically manage a portfolio of Commercial and Mid-Market customers (501–2,500 employees), driving long-term value realization, retention, and expansion. You serve as a trusted security advisor, guiding organizations through adoption of 1Password’s Extended Access Management solutions while aligning outcomes to their broader Identity and Access Management strategy. This is a remote opportunity within Canada and the US. Candidates must reside within the Pacific Time Zone (PST) What we're looking for: - 6+ years of Customer Success experience in SaaS, preferably in cybersecurity or enterprise technology. - Proven track record of meeting or exceeding retention, adoption, and expansion KPIs, with recognition for top performance (e.g., President’s Club or equivalent distinction). - Demonstrated experience delivering accurate renewal forecasts and portfolio health insights to senior leadership. - Demonstrated success in driving upsell and cross-sell opportunities across a book of business, and in uncovering customer pain points beyond what is initially shared. - Advanced Skills & Competencies - Strategic success planning, account lifecycle management, stakeholder mapping, and value realization strategy, with strong operating rigor in portfolio management, forecasting, risk mitigation, and pacing to retention targets. - Commercial acumen, relationship building, consultative solution guidance, executive alignment, and leading business reviews with C-Suite stakeholders. - Operates with rigor in forecasting, CRM hygiene, health scoring, and data-driven decision-making; advanced proficiency in Salesforce, Gainsight (or equivalent), and modern collaboration tools. - Exceptional written and verbal communication skills across email, executive presentations, and collaboration platforms (e.g., Slack, Zoom), with the ability to translate complex technical concepts into clear, compelling business language. - Demonstrated ability to leverage AI tools to enhance efficiency, streamline workflows, synthesize research, and generate data-driven customer insights. - Demonstrated ability to understand and articulate complex cybersecurity concepts, particularly in Identity and Access Management, and effectively position Extended Access Management within broader enterprise security strategies. - Curiosity and coachability, with a demonstrated ability to apply feedback, adapt quickly, and continuously improve performance. - A proven team player who collaborates cross-functionally to drive customer outco ... (truncated, view full listing at source)