Director, Customer Success - Enterprise

About 1Password

At 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 Extended 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 165,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information. 

If 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.

As the Director of Enterprise Customer Success, you will lead and evolve the strategy for our Enterprise segment—our largest and most complex customers. You’ll be responsible for ensuring revenue growth and retention, enabling deployment and adoption, and aligning internal resources to deliver exceptional customer outcomes. This is a highly collaborative, cross-functional leadership role that requires strong business acumen, technical fluency, and a proven track record of leading and scaling customer success teams.

This is a remote opportunity within Canada and the US.

What we're looking for:

• 7+ years of experience leading enterprise-level Customer Success teams, including direct management of team leaders.

• Strong communication and relationship-building skills—comfortable engaging with executive stakeholders internally and externally.

• Highly collaborative leader with a proven ability to influence outcomes across departments.

• Hands-on leadership style with a growth mindset and focus on continuous improvement.

• Strong technical aptitude; familiarity with security-related technologies and customer personas is critical.

• Deep understanding of customer deployment and adoption strategies and their impact on retention and growth.

• Analytical thinker with experience using Salesforce.com, Gainsight, Looker, and similar tools.

• Familiarity with terms such as SCIM, AD, CLI, and SSO.

• Proven experience in building and scaling customer engagement models that impact Net Dollar Retention.

• Sound knowledge of business operations, financial principles, and revenue management.

• Experience in a high-growth SaaS environment is preferred.

• Bonus: Personal or professional experience using 1Password or similar password management tools.

What you can expect:

• Lead and grow a high-performing Enterprise Customer Success team, managing CS leaders and supporting their teams to ensure customer satisfaction and retention.

• Own strategic planning and operational execution to drive predictable revenue growth and improve customer lifecycle performance.

• Act as a second-line leader with a hands-on approach—partnering directly with first-line team members and enterprise customers when needed.

• Collaborate cross-functionally with Sales, Product, Marketing, Support, and Operations to align initiatives and enhance the customer experience.

• Build and refine engagement models for proactive deployment, adoption, and customer advocacy in both 1:1 and 1:Many formats.

• Develop and track metrics for customer health, expansion opportunities, adoption rates, and overall Net Dollar Retention (NDR).

• Identify trends, churn risks, and upsell opportunities through deep data analysis and present insights in a meaningful way to executives and stakeholders.

• Forecast renewals and team performance accurately, driving accountability across the team.

• Foster a culture of learning, ownership, and growth within the team through coaching and structured career development.

Month 1:

• Develop a strong understanding of our industry, product, and ideal customer profile.

• Start engaging with key stakeholders across the Go-To-Market organization.

• Get hands-on with tools like Salesforce and Gainsight to analyze customer lifecycle stages.

• Support your team in customer conversations to understand the voice of the customer directly.

• Begin to analyze churn, contraction, and adoption data.

Month 3:

• Deliver insights into what’s driving wins and losses and share feedback across the business.

• Propose and begin to implement strategies to drive enterprise deployment and reduce churn.

• Build trust with your team; assess strengths and development areas.

• Review current processes and offer ideas for improvements.

Month 6:

• Confidently forecast renewals and team performance.

• Launch impactful initiatives aligned with company OKRs, collaborating across departments.

• Establish structured career development plans for your team members.

• Lead with clarity, accountability, and measurable success.

USA-based roles only: The annual base salary for this role is between $173,000 USD and $233,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Canada-based roles only: The annual base salary for this role is between $170.000 CAD and $230,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

Our culture 
At 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. 

You’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. 

We 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 at 1Password—it's an essential part of how we will be successful at 1Password.

Our approach to remote work 
We believe in the power of remote work, but we also recognize that some in-person connection with team members and customers is important to help us achieve our mission. While we are a remote-first company, occasional travel for in-person engagement will be a part of this role. This may include but is not limited to bi-annual department-wide offsites, quarterly department meetings and periodic customer events. These events will typically be held in varying locations across EMEA, Canada and/or the USA. In leadership roles, you can expect to travel once per month on average.

What we offer
We 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: 

Health and wellbeing
👶 Maternity and parental leave top-up programs
🏝 Generous PTO policy 
💖 Four company-wide wellness days 

 Growth and future 
📈 Company equity for all full-time employees
💸 Retirement matching program
🔑 Free 1Password account

Community 
🤝 Paid volunteer days 
🌎 Employee-led inclusion and belonging programs and ERGs
🏆 Peer-to-peer recognition through Bonusly

You belong here.

1Password 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.

Accommodation 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 [email protected] and we’ll work to meet your needs.

Remote 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. If you've got questions or concerns about this, your talent partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.

1Password uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See here for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this form. For additional information see our Candidate Privacy Notice.