Senior Customer Success Manager, Commercial

AgileBits Inc.

Job Overview

Location

Remote (United States | Canada)

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Customer Success Manager for Commercial accounts at 1Password, you will own and strategically manage a portfolio of mid-market customers (501–2,500 employees), serving as a trusted security advisor who drives long-term value realization, retention, and expansion by aligning 1Password’s Extended Access Management solutions with customers’ broader Identity and Access Management strategies.
• You will develop and execute comprehensive Success Plans, maintain deep understanding of each customer’s structure and risk posture, build multi-threaded relationships across technical champions, IT leaders, security stakeholders, and C-suite executives, and lead proactive lifecycle engagements including executive business reviews, roadmap discussions, and tailored enablement sessions to increase product activation and feature adoption.
• You will own gross and net revenue retention targets, identify expansion opportunities through upsell and cross-sell motions in partnership with Account Executives, proactively mitigate churn risk via data-driven health analysis, and maintain accurate forecasting and account insights within Salesforce and Gainsight while synthesizing customer insights on feature requests, competitive intelligence, and adoption trends.
• You will stay current on cybersecurity trends in Identity & Access Management, Zero Trust, and Extended Access Management, confidently engage CISOs and CIOs with industry-informed insights, and position 1Password as a strategic partner in modern access security transformation while collaborating cross-functionally with Sales, Solutions, Onboarding, CX, and Marketing teams to deliver unified customer engagement.
• You will leverage AI tools to enhance efficiency, streamline workflows, synthesize research, and generate data-driven customer insights, operate with rigor in CRM hygiene and health scoring, and contribute to team-level metrics including NPS, activation, revenue retention, and operational excellence in a remote-first environment requiring residency in the Pacific Time Zone.

🎯 Requirements

• 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).
• Advanced proficiency in Salesforce, Gainsight (or equivalent), and modern collaboration tools, with demonstrated ability to leverage AI tools to enhance efficiency and generate data-driven customer insights.
• Exceptional written and verbal communication skills, with the ability to translate complex technical concepts into clear, compelling business language for C-suite and technical stakeholders.
• Demonstrated success in driving upsell and cross-sell opportunities, uncovering customer pain points, and delivering accurate renewal forecasts and portfolio health insights to senior leadership.
• 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.

🏖️ Benefits

• Competitive base salary range ($101,000–$146,000 USD for US-based roles; $97,000–$141,000 CAD for Canada-based roles) with commission eligibility and immediate participation in 1Password’s benefits program.
• Generous paid time off policy, equity grant (RSU program), retirement matching program, and free 1Password account for personal use.
• Health and wellbeing benefits including competitive health plans, maternity and parental leave top-up programs, and access to wellness resources.
• Remote-first work environment with flexibility to work from home, paid volunteer days, and peer-to-peer recognition through Bonusly.
• Opportunity to work with cutting-edge AI tools and technologies as part of 1Password’s commitment to leveraging AI for innovation and efficiency.
• Inclusive, diverse, and equitable workplace culture grounded in core values: keep it simple, lead with honesty, and put people first.

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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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