{"id":1529654,"url":"https://alion.io/job/1password-senior-customer-success-manager-2","title":"Senior Customer Success Manager","company":{"id":3603,"name":"1Password","domain":"1password.com","url":"https://alion.io/company/1password","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":81,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":48,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":76000,"max_usd":146000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":18},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"IAM","optional":true},{"name":"Machine Learning","optional":true},{"name":"Salesforce","optional":true}],"status":"live","first_seen_at":"2026-09-30T14:13:35Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-11-03T05:56:25Z","board_verified":true,"closed_at":null,"days_open":33,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":33},"description":"1Password is growing. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing.\nAbout 1Password\nAt 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Unified Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work.\nIf you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.\nAs a Senior CSM at 1Password, you own and strategically manage a portfolio of customers - driving value realization, revenue retention, and expansion outcomes that consistently exceed expectations. You operate with full commercial autonomy: advancing expansion opportunities independently, engaging VP and C-suite stakeholders as a trusted advisor, and managing complex renewals without escalation. Beyond your own book, you raise the bar for the team through mentorship, playbook contributions, and peer enablement.\nHow we’re using AI today\nAcross GTM, we’re transforming the way we work with AI. We expect every seller, CSM, and team member to become a power user, using it daily to work smarter and move faster. AI is already embedded in how we operate - from real-time coaching that sharpens how we sell and interact with customers, to surfacing insights that help us anticipate needs - creating more time for meaningful customer engagement. If you’re excited to reshape how you think, make decisions, and drive growth with AI, you’ll feel right at home here.\nThis is a remote opportunity within the UK.\nNote: All go-to market roles will have an in-person onboarding in Toronto.\nWhat we're looking for:\n6+ years in a customer-facing, consultative, or technical role in SaaS - Customer Success, Solutions Engineering, Technical Account Management, or IT/security leadership.\n\nDemonstrated track record of exceeding retention, adoption, and expansion outcomes; experience recognized with performance distinction is a plus.\n\nProven ability to run executive business reviews with VP and C-suite stakeholders.\n\nBackground in cybersecurity, IAM, identity security, or enterprise IT preferred; former 1Password power user is a strong plus.\n\nStrategic success planning and multi-threaded stakeholder management across a complex portfolio.\n\nCommercial acumen: independently qualifies, advances, and documents expansion opportunities; manages negotiations without oversight.\n\nDesigns and applies AI-assisted workflows to commercial execution; documents use cases in a shareable format.\n\nStrong Gainsight and Salesforce hygiene; consistent forecasting discipline.\n\nHighly autonomous; manages complex accounts without requiring managerial direction.\n\nCommercial thinker who connects customer outcomes to expansion potential naturally.\n\nStrong executive presence - adapts messaging across technical, operational, and C-suite audiences.\n\nElevates teammates through knowledge sharing and informal mentorship.\n\nWhat you can expect:\nOwn and Grow Your Book of Business\nIndependently manage a portfolio of moderately to highly complex accounts - adapting success plans to each customer’s context without manager guidance.\n\nMaintain full success plan coverage; produce documented best practices and playbooks, applied broadly across accounts with measurable KPI improvement.\n\nProactively identify and mitigate renewal risks; close risk CTAs with a high rate of success within defined timeframes.\n\nDrive Adoption & Value Realization\nAchieve strong Executive Sponsor attendance in EBRs across segments; EBRs are value-driven, data-backed, and consistently advance renewal confidence.\n\nMaintain commercial intelligence across strategic accounts - budget cycles, org changes, compliance mandates, and stack rationalization.\n\nTranslate advanced 1Password capabilities into clear outcomes for VP and C-suite stakeholders; tie adoption to measurable ROI and long-term advocacy.\n\nLead Revenue Retention & Expansion\nAchieve strong amendment and renewal upsell win rates; proactively source and advance expansion opportunities with documented context.\n\nMaintain forecasting hygiene with minimal blank or unmodified renewals approaching subscription end.\n\nOperate with Strategic Rigor\nManage commercial objections, renewal negotiations, and competitive conversations independently - without escalation for standard to complex scenarios.\n\nBuild and present business cases to customer champions; advance deals with enough depth to move through the pipeline with AE alignment.\n\nAct as a Trusted Security Advisor\nDeep working knowledge of the full 1Password product suite; design tailored success journeys connecting feature adoption to measurable business outcomes.\n\nIncorporate regulatory context, breach patterns, and competitive dynamics into EBRs with confidence.\n\nDesign and share AI-assisted workflows with teammates in a replicable, documented format.\n\nCollaborate & Enable\nLead joint account planning with your AE; cited by AEs as a proactive commercial collaborator who improves deal outcomes.\n\nMentor Level B CSMs through call shadowing, ad hoc coaching, or onboarding support.\n\nLead or co-lead cross-team initiatives; contribute tools or improvements adopted by peers.\n\nMonth 1 - Onboarding & Foundation\nDevelop fluency in 1Password’s full product suite, CS methodology, and commercial motion.\n\nBy the end of Month 1, you will independently manage customer touchpoints and demonstrate clear understanding of renewal drivers across your portfolio.\n\nMonth 3 - Portfolio Ownership\nFull ownership of your book with consistent EBR cadence and expansion sourcing.\n\nBy Month 3, you are meeting key performance targets and expansion leads are flowing to Sales with documented context.\n\nMonth 6 - Strategic Impact\nOperating at full commercial autonomy; contributing to team practices and mentoring peers.\n\nBy Month 6, you are achieving top-tier customer satisfaction and recognized as a reliable commercial collaborator by your AE and cross-functional partners.\n\nUK-based roles only: The annual base salary for this role is between £73,000 GBP and £106,000 GBP, and is commission-eligible. This role is also eligible for immediate participation in 1Password's benefits program (health, dental, pension, and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.\nAt 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.\nThis posting is for an existing vacancy.\nOur culture\nAt 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. \nYou’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results.\nHow we work with AI\nWe are committed to leveraging cutting-edge technology-including AI-to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged-it's an essential part of how we will be successful at 1Password.\nThis approach extends to our hiring process-candidates are welcome to use AI tools responsibly and thoughtfully during the application process. To us, this means we do ask that you join live interviews without using AI tools so we can get to know how you communicate, solve problems, and collaborate with others.\nOur approach to work\nWe recognize the power of both in person collaboration and remote work. Some roles are designated as remote-first, with an expectation that individuals work from their homes majority of the time, while others are designated as in-office roles, with an expectation of being on-site on a regular basis. We recognize that certain roles benefit from regular, in-person connection to support collaboration, team cohesion, and customer engagement.\nFor all roles, occasional travel may be required. This includes things like: department-wide offsites, quarterly department meetings and periodic customer events. These events are typically held in varying locations across Canada, USA and/or EMEA. In leadership roles, you can expect to travel once per month on average.\nNote: All go-to market roles will have an in-person onboarding in Toronto.\nWhat we offer\nWe believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer: \nHealth and wellbeing\nMaternity and parental leave top-up programs\nCompetitive health benefits\nGenerous PTO policy \n Growth and future \nRSU program for most employees\nRetirement matching program\nFree 1Password account\nCommunity \nPaid volunteer days \nPeer-to-peer recognition through Bonusly\nRemote-first work environment\n*Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.\nYou belong here.\n1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.\nAccommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at  and we’ll work to meet your needs.\nRemote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. 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