Senior Customer Success Manager

United Kingdom, Remote. Posted a month ago

The role

You will strategically manage a portfolio of customers to drive value realization, revenue retention, and expansion. You will act as a trusted advisor to VP and C-suite stakeholders and mentor team members.

What you will do

Manage a portfolio of moderately to highly complex accounts
Drive value realization, revenue retention, and expansion outcomes
Conduct executive business reviews with VP and C-suite stakeholders
Identify and mitigate renewal risks
Manage commercial objections and renewal negotiations independently
Build and present business cases to customer champions
Design tailored success journeys using the 1Password product suite
Design and share AI-assisted workflows with teammates
Lead joint account planning with AEs
Mentor Level B CSMs through coaching and onboarding support

Required qualifications

6+ years in a customer-facing, consultative, or technical role in SaaS
Proven ability to run executive business reviews with VP and C-suite stakeholders
Strategic success planning and multi-threaded stakeholder management
Ability to independently qualify, advance, and document expansion opportunities
Strong Gainsight and Salesforce hygiene
Ability to manage complex accounts without managerial direction
Strong executive presence

Nice to have

Experience recognized with performance distinction
Background in cybersecurity, IAM, identity security, or enterprise IT
Former 1Password power user

Benefits

Health benefits
Dental
Pension
Generous paid time off
Equity grant
Incentive programs
Maternity and parental leave top-up programs
RSU program
Retirement matching program
Free 1Password account
Paid volunteer days
Peer-to-peer recognition through Bonusly

Before you apply

All go-to market roles have an in-person onboarding in Toronto
Successful applicants will be required to complete a background check
Candidates are asked to join live interviews without using AI tools

About the company

1Password is a cybersecurity company that builds tools for identity and access management. They serve over 180,000 businesses, including Fortune 100 leaders.