Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 25, 2026
Full Job Description
đź“‹ Description
- • As the Senior Manager, Technical Account Management at AgileBits Inc. (1Password), you will be instrumental in guiding and scaling our customer-facing technical teams, ensuring our clients achieve maximum value and sustained success with our industry-leading cybersecurity solutions.
- • This pivotal role involves leading multiple teams, including Technical Account Managers (TAMs) and Solutions Architects, who are the frontline technical advisors for our customers throughout their entire lifecycle.
- • Your primary responsibility will be to drive customer outcomes, foster deep technical adoption of 1Password, and cultivate long-term customer loyalty and success across various market segments.
- • You will operate as a senior people leader, responsible for developing talent, architecting effective team structures, and serving as a strategic partner to leaders across the organization.
- • The scope of this role is broad, encompassing the strategic direction, execution standards, capacity planning, and cross-functional alignment of your teams.
- • You will play a critical role in shaping how our technical post-sale engagement scales, ensuring a consistent and high-quality experience for all customers.
- • Your efforts will directly influence customer retention, readiness for expansion opportunities, and the overall trust customers place in 1Password.
- • You will collaborate closely with senior leadership in Implementation and Onboarding, Customer Success, Sales, Support, and Product Management to ensure a cohesive and impactful technical guidance and advocacy for our customers.
- • This position requires a unique blend of senior people leadership, deep technical understanding, operational excellence, and strategic foresight.
- • Success in this role hinges on adaptability, a strong systems-thinking approach, exceptional executive presence, and a commitment to developing top-tier talent.
- • You will be responsible for setting and reinforcing clear standards for technical excellence, the quality of customer engagement, and overall team accountability.
- • A key aspect of your role will be organizational design, ensuring role clarity, and effective capacity planning across multiple technical teams.
- • You will cultivate an inclusive, transparent, and psychologically safe environment that fosters growth, encourages constructive feedback, and empowers team members to take ownership.
- • You will serve as a senior escalation point, adept at managing complex customer and organizational challenges with a calm and strategic demeanor.
- • A strong technical foundation is essential, providing you with the credibility to guide, challenge, and mentor senior technical professionals within your teams.
- • You will need a deep understanding of core technologies relevant to identity and access management, including SSO, SCIM, directory services (AD, Okta, Azure AD), APIs, CLI tools, and modern SaaS architectures.
- • As a strategic and data-informed decision-maker, you will be expected to identify trends, anticipate risks, and uncover opportunities at scale.
- • You will translate technical insights and customer feedback into actionable organizational strategies, investment priorities, and valuable input for our product roadmap.
- • Experience in defining key success metrics and establishing effective operating rhythms for technical customer-facing teams is crucial.
- • You will act as a senior, trusted partner to leadership in Customer Success, Sales, Sales Engineering, Implementation, Support, and Product Management.
- • Your ability to align stakeholders across various functions and levels, including executive audiences, will be paramount.
- • A customer-centric leadership approach, with an unwavering focus on value realization, building long-term relationships, and driving scalable outcomes, is expected.
- • You will navigate ambiguity with confidence, driving clarity and progress through influence rather than direct authority.
- • Excellent written and verbal communication skills, coupled with a strong executive presence, are essential for representing the technical post-sale organization in leadership forums.
- • You will clearly articulate risks, tradeoffs, and strategic recommendations to various audiences.
- • You will champion enablement initiatives, robust documentation, and the sharing of knowledge across teams and functions to foster continuous improvement.
- • You will develop deep expertise in the 1Password product, understand diverse customer use cases, and become proficient in the broader security ecosystem.
- • You will gain a comprehensive understanding of how success is measured across TAM, Solutions Architecture, and Customer Success functions.
- • You will build and nurture strong, collaborative relationships with senior internal partners and stakeholders.
- • You will lead and develop managers, Technical Account Managers, and Solutions Architects, establishing clear expectations, success metrics, and career growth paths.
- • You will drive the hiring strategy, ensure excellence in onboarding, and focus on long-term talent development within your organization.
- • You will foster strong team rituals, establish effective communication norms, and implement robust knowledge-sharing systems.
- • You will define and evolve engagement models, processes, and playbooks for your technical post-sale teams.
- • You will ensure consistent, high-quality technical engagement across all customer segments, from SMB to Enterprise.
- • You will align resources, skills, and priorities to meet evolving customer needs and achieve business goals.
- • You will promote and model a “working out loud” approach to enhance transparency and organizational alignment.
- • You will act as a senior escalation point for high-impact, high-risk, or complex customer situations, ensuring swift and effective resolution.
- • You will partner with cross-functional leaders to drive resolution and maintain customer trust during critical moments.
- • You will ensure that learnings from customer escalations are systematically incorporated into process improvements and enablement programs.
- • You will provide leadership with clear and concise visibility into customer health, adoption trends, and potential risks.
- • You will deliver insightful recommendations that influence strategic decisions and investment priorities.
- • You will represent the voice and needs of the technical post-sale teams in critical planning and prioritization discussions.
- • This role is a remote opportunity within the United States.
🎯 Requirements
- • 8+ years of experience in post-sale SaaS roles such as Technical Account Management, Solutions Engineering, Customer Success, or Support Engineering.
- • 4+ years of people management experience, with demonstrated progression to managing managers and/or multiple distinct technical functions.
- • Proven experience leading both individual contributor technical teams and specialized technical roles (e.g., TAMs, Solutions Architects, Engineers, or equivalent).
- • Strong familiarity with security, identity, or IT administration domains is strongly preferred.
- • Deep understanding of technologies such as SSO, SCIM, directory services (AD, Okta, Azure AD), APIs, CLI tools, and SaaS architectures.
- • Demonstrated ability to build, scale, and lead multi-layered, high-performing technical teams.
🏖️ Benefits
- • Competitive health benefits (health, dental).
- • Generous PTO policy.
- • RSU program for most employees.
- • Retirement matching program (401k).
- • Free 1Password account.
- • Paid volunteer days.
Skills & Technologies
Azure
Senior
Remote
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.
