Director, Customer Success (Enterprise)

AgileBits Inc.

Job Overview

Location

Remote (United States | Canada)

Job Type

Full-time

Full Job Description

📋 Description

• We are seeking a Director, Customer Success (Enterprise) to lead our Enterprise Customer Success team in protecting and growing the revenue relationships with 1Password's largest, most strategically significant customers.
• As a Director, you will be responsible for owning the Enterprise segment's NRR targets and the discrete Renewals and Pipeline Generation motions that contribute, including gross retention rate, expansion pipeline volume, amendment win rates, renewal upsell win rates, and forecasting accuracy.
• You will partner with Enterprise AEs to define and evolve the CS-Sales collaboration model: joint account planning, QL handoff standards, pipeline attribution, and deal strategy norms for the segment's most complex accounts.
• You will drive forecasting rigor at the team level: maintains forecasting hygiene standards, identifies renewal risks with sufficient lead time, and provides CS leadership with accurate, forward-looking segment visibility.
• You will use Gainsight and Salesforce to manage segment health, track CTA resolution, monitor expansion pipeline, and report on team-wide RFS KPI performance.
• You will design, document, and scale Enterprise CS engagement models, success planning standards, EBR methodologies, and playbooks that improve team-wide performance and create repeatable outcomes.
• You will align CS capacity, segment coverage models, and role deployment to ARR growth targets and Enterprise customer complexity.
• You will identify operating gaps and cross-functional friction; drive structured improvements that reduce risk, accelerate activation, and increase expansion velocity.
• You will contribute to CS OKR development; bring data-backed recommendations that influence CS and GTM strategy, organizational design, and investment priorities.
• You will promote and model an AI-first approach to commercial execution; build AI-assisted systems for account intelligence, risk monitoring, and engagement preparation that multiply team capacity at scale.
• You will serve as senior escalation owner for the Enterprise segment's most critical, high-stakes customer situations; partner with cross-functional leaders to drive resolution and ensure learnings are captured and embedded.
• You will trusted partner to Enterprise Sales, Solutions Engineering, RevOps, Support, and Product leadership; aligns stakeholders at all levels, including executive audiences, on customer priorities and segment strategy.
• You will aggregate customer intelligence from the Enterprise book and channels it into GTM positioning, product roadmap input, and CS commercial model design with documented influence on business decisions.
• You will represent the Enterprise CS organization with confidence in leadership forums and strategic planning conversations.
• You will communicate team performance, renewal risk, expansion opportunity, and strategic priorities with clarity and commercial discipline to CS and GTM leadership.
• You will champion a culture of enablement, documentation, and shared learning; ensures that high-impact workflows, playbooks, and best practices created within the team are made available and usable across the broader CS organization.

🎯 Requirements

• 10+ years in Customer Success, enterprise account management, or a strategic post-sale function in SaaS, with a demonstrated track record of owning NRR and expansion outcomes
• 10+ years of people management experience, with demonstrated progression in leading and developing CSMs at multiple levels; experience managing managers is a strong plus
• Proven ability to lead Enterprise-focused CS teams through complex renewals, executive stakeholder engagement, and commercial expansion motions
• Deep familiarity with CS operating frameworks – success planning, EBR design, risk CTA management, renewal and expansion forecasting – and how they connect to segment-level NRR performance
• Strong familiarity with Gainsight and Salesforce; experience using CS platforms to manage team performance, customer health, and pipeline visibility at scale
• Background in cybersecurity, identity security, IAM, strongly preferred; former 1Password power user or practitioner is a meaningful advantage

🏖️ Benefits

• Onboard & Orient (Month 1): Develop deep fluency in 1Password's product suite, CS methodology, Enterprise customer profiles, and the commercial motion connecting retention and expansion
• Establish the Standard (Month 3): All direct reports have clear performance expectations, active development plans, and structured coaching rhythms in place
• Drive Performance & Organizational Impact (Month 6): Enterprise segment NRR is tracking to plan; the team's renewal, expansion, and CSAT outcomes are visible and positive in CS and GTM leadership reporting
• Annual base salary between $168,000 USD and $252,000 USD, and is commission-eligible
• Eligible for immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs
• Opportunity to work with a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution
• Opportunity to work with AI to achieve the company's mission
• Opportunity to work in a remote-first work environment
• Opportunity to participate in our RSU program, retirement matching program, and free 1Password account
• Opportunity to participate in our paid volunteer days, peer-to-peer recognition through Bonusly, and remote-first work environment
• Opportunity to be part of a team that is committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect
• Opportunity to work with a company that is proud to be an equal opportunity employer

Skills & Technologies

Remote

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AgileBits Inc.

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About AgileBits Inc.

AgileBits Inc. develops 1Password, a cross-platform password manager that securely stores credentials, secrets, and documents for individuals, families, and enterprises. The Toronto-based company provides browser extensions, desktop and mobile apps, and a command-line tool to generate, fill, and audit passwords while enforcing zero-knowledge encryption. Features include shared vaults, SSH key management, sign-in with SSO, advanced reporting, and developer integrations. The product supports Windows, macOS, Linux, iOS, Android, and ChromeOS, and offers hosted or self-hosted deployment. AgileBits serves millions of users and thousands of organizations worldwide, emphasizing privacy, compliance, and ease of use.

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