[Hiring] Principal Customer Success Manager, Enterprise @1Password

Role Description

As a Principal Customer Success Manager, you own and lead a portfolio of highly strategic Enterprise accounts (2,501+ employees), driving executive alignment, long-term value realization, and durable net revenue retention. You operate as a senior security advisor to CISOs and executive leadership teams, aligning 1Password’s Extended Access Management strategy to customers’ broader Identity and Access Management, Zero Trust, and enterprise security frameworks.

You influence multi-year account strategy, shape complex renewals and expansions, and serve as a thought partner internally and externally. In addition to portfolio ownership, you elevate Customer Success practices through mentorship, strategic initiatives, and cross-functional leadership.

This is a remote opportunity within Canada and the US.

Qualifications

• 10+ years of Customer Success, Technical Account Management, or Enterprise Account Management experience in SaaS, preferably within cybersecurity, Identity & Access Management, or enterprise security platforms.
• Proven track record of owning and exceeding net revenue retention targets across large Enterprise accounts.
• Demonstrated success managing complex, global accounts with multi-million dollar ARR and multi-year agreements.
• Experience delivering executive-level forecasts and portfolio insights to senior leadership.
• Demonstrated success driving strategic upsell and cross-sell initiatives across global organizations.
• Experience engaging directly with CISOs and executive security stakeholders in consultative discussions.

Requirements

• Enterprise account strategy, executive stakeholder alignment, and multi-year value realization planning across complex global organizations.
• Deep commercial acumen with demonstrated ownership of NRR, expansion pipeline influence, and large-scale renewal orchestration.
• Executive presence with the ability to confidently lead C-suite conversations and influence enterprise security strategy.
• Advanced understanding of Identity & Access Management, Zero Trust architecture, access governance, and modern enterprise security frameworks.
• Ability to articulate how Extended Access Management integrates within broader enterprise security ecosystems (e.g., SSO, MFA, lifecycle management, device trust).
• Operational rigor in forecasting, executive reporting, health scoring, and portfolio risk analysis; advanced proficiency in Salesforce, Gainsight (or equivalent CSP), and enterprise productivity tools.
• Exceptional written and verbal communication skills with the ability to synthesize complex technical and strategic information into clear executive narratives.
• Demonstrated ability to leverage AI tools for strategic research, executive brief preparation, customer health modeling, and workflow optimization.
• Strong leadership presence, mentoring capability, and ability to influence without authority across cross-functional teams.
• Resilient, strategic, and outcome-oriented in high-growth, fast-paced enterprise environments.

Responsibilities

• Own & Orchestrate Strategic Enterprise Accounts
• Manage a portfolio of high-value Enterprise customers with complex stakeholder environments.
• Develop and lead multi-year Success Plans aligned to executive security priorities and digital transformation initiatives.
• Build and sustain multi-threaded relationships across CISO, CIO, IT, Security, Risk, and executive leadership teams.
• Establish 1Password as a strategic pillar within the customer’s Identity and Access Management ecosystem.
• Drive Executive-Level Value Realization
• Lead executive business reviews and strategic roadmap alignment sessions.
• Connect product adoption to measurable security posture improvements, risk reduction, and operational efficiency.
• Influence customer security strategy through consultative guidance and industry-informed insights.
• Lead Revenue Strategy & Complex Renewals
• Own gross and net revenue retention across Enterprise portfolio.
• Orchestrate complex, multi-year renewal strategies involving procurement, security, and executive stakeholders.
• Identify and lead expansion opportunities across business units, subsidiaries, and global teams.
• Partner with Account Executives on strategic account planning and large, multi-product growth motions.
• Operate as a Strategic Leader
• Deliver accurate executive-level forecasting and risk analysis.
• Leverage advanced data insights to inform retention and expansion strategies.
• Surface enterprise-level trends and customer intelligence to influence Product and GTM strategy.
• Mentor Senior and Customer Success Managers, contributing to leveling, best practices, and performance excellence.
• Shape Organizational Impact
• Lead or contribute to cross-functional initiatives that improve NRR, enterprise adoption, and operational rigor.
• Represent Customer Success in executive forums and cross-department strategy discussions.
• Contribute to thought leadership content, industry events, or customer advisory boards when applicable.

Benefits

• Health and wellbeing
• Maternity and parental leave top-up programs
• Competitive health benefits
• Generous PTO policy
• Growth and future
• RSU program for most employees
• Retirement matching program
• Free 1Password account
• Community
• Paid volunteer days
• Peer-to-peer recognition through Bonusly
• Remote-first work environment