Note: The job is a remote job and is open to candidates in USA. 1Password is a leader in cybersecurity, known for its innovative enterprise password management solutions. The Principal Customer Success Manager will manage a portfolio of strategic Enterprise accounts, driving executive alignment and ensuring long-term value realization while serving as a senior security advisor to clients.
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
Skills
- 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
- 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
Benefits
- Commission-eligible
- Immediate participation in 1Password's benefits program (health, dental, 401k and many others)
- Utilization of our generous paid time off
- An equity grant
- Where applicable, participation in our incentive programs
- Immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others)
- Utilization of our generous paid time off
- An equity grant
- Where applicable, participation in our incentive programs
- Maternity and parental leave top-up programs
- Competitive health benefits
- Generous PTO policy
- RSU program for most employees
- Retirement matching program
- Free 1Password account
- Paid volunteer days
- Peer-to-peer recognition through Bonusly
- Remote-first work environment
Company Overview