Director, Enterprise Customer Success

We all have important information we need to manage, and protecting it should be easy. Over 100,000 businesses and millions of people log in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.

Our Enterprise Customer Success team is responsible for protecting and retaining all revenue within our customer base in this segment. As a Director of Enterprise Customer Success, you will be responsible for the strategy and the success of this scaling team. You will work cross-functionally with key stakeholders across the business to drive revenue growth and predictability within the segment.

This is a remote opportunity within Canada and the US.

What We're Looking For

• Someone who is very hands-on, leads by example and is focused on the development of their team.
• Experience implementing and refining customer engagement models to build strong relationships and help NET dollar retention.
• Familiarity with the acronyms SCIM, AD, CLI, SSO.
• Excellent communication skills over email, chat, phone and video calls - you are someone who has strong business acumen, actively listens, and has the ability to confidently have conversations with executives and key stakeholders in the sales process.
• A solid understanding of business management and operations, including finance and revenue principles.
• An analytical thinker who knows how to turn metrics into decisions and present data in a meaningful and impactful way.
• It’s a bonus if you have personal or professional experience with 1Password or another password manager. While not required, it’ll help you gain confidence quickly in this role.
• 5+ years of experience leading Enterprise Customer Success Teams and managing leaders.
• Someone who is able to accurately forecast their business and anticipate/identify trends and patterns in advance.
• A collaborator - this role represents our biggest customers, their needs, challenges and where we have opportunity. It’s on you to articulate that back to the business to find more success.
• A strong understanding of how to drive customer deployment and adoption in a 1:Many and 1:1 manner AND performance and output against those plans.
• Experience using tools such as Salesforce.com, Looker and Gainsight.
• Excellent organization and time management skills.
• Strong technical aptitudes - understanding of the space we are in and the products we sell are critical to success in this role as our end-users are very technical.

What You Can Expect

• Attending regular forecast and renewals meetings to get a sense of our process.
• You will be a second line manager who’ll need to be hands on with first line folks as well.
• By the end of the first month, you’ll have a clear understanding of the industry we are in, our ideal customer profile and a good understanding of the levers of success within the enterprise space.
• You’ll live in Salesforce CRM and Gainsight to manage, track and drive all stages of stages of the customer lifecycle including Onboarding, Deployment, Adoption, Growth and Nurture.
• Start digging into the data, including churn, contraction, deployment and adoption metrics.
• Immerse yourself in current accounts and customer conversations to support your team and better understand our customers directly.
• Month 1
• You’ll have established relationships with key stakeholders across Go to Market.

Month 3

• You’ll have established relationships with key stakeholders across the company.
• Existing processes and strategy map with a plan for what needs to improve where and when.
• Proactively report on data to understand why we are winning and losing, and cross-functionally, communicate feedback to continually improve.
• Understand your leaders’ and team’s strengths and weaknesses.
• Beginning putting your stamp on strategies and initiatives to drive deployment and adoption across the customer base, reducing contraction and churn.

Month 6

• Develop and implement strategic initiatives which contribute to company OKRs across your team and with other departments with measurable results.
• Your team has strong development plans and are working toward well defined career goals .
• Ability to predict and troubleshoot forecasts, team performance and key metrics.

United States-based roles only: The Annual salary for this role is between $157,000USD and $213,000USD, plus immediate participation in 1Password’s benefits program (health, dental, 401k and many others), utilization of our generous paid time off and, where applicable, participation in our incentive programs. All employees are owners of 1Password and receive an equity grant as part of their total package. 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.

What We Offer

We believe in working hard, and resting hard. We’re always looking for new ways to support our team members, but here’s a glance at what we currently offer:

Health and wellbeing

> 👶 Maternity and parental leave top up programs

> 👟 Wellness spending account

> 🏝 Generous PTO policy

> 💖 Company-wide wellness days off scheduled throughout the year

> 🧠 Complimentary Headspace membership

> 🩺 Comprehensive health coverage

Growth and future

> 📈 Employee stock option program for all full time employees

> 💸 Retirement matching program

> 💡 Training budget, 1Password University access, and learning sessions

> 🔑 Free 1Password account (and friends and family discount!)

Flexibility and community

> 🤝 Paid volunteer days

> 🌎 Employee-led DEI&B programs and ERGs

> 🏠 Fully remote environment

> 🏆 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.

Candidate Privacy Notice

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Candidates may also optionally choose to self-identify their race/ethnicity, gender identity, sexual orientation, age, and disability. These answers will help us evaluate our diversity and belonging efforts. You do not have to answer these questions—your answers will not be linked to your name or job application, will not be visible to the hiring manager reviewing your application, and will in no way affect your job application. If you have any questions about the collection or use of this information, please contact [ [email protected] ].

When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how we use or process your information, or if you would like to ask to access, correct, or delete your information, please contact our privacy team at [ [email protected] ] or through 1Password Support .