Senior Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership and strategically oversee a client portfolio.

• Drive outcomes related to value realization, revenue retention, and expansion.

• Manage moderately to highly complex accounts independently and tailor success plans to fit customer contexts.

• Ensure comprehensive success plan coverage and create documented best practices and playbooks.

• Identify and address renewal risks while closing risk CTAs within specified timelines.

• Encourage attendance from executive sponsors in data-driven, value-oriented executive business reviews.

• Maintain commercial intelligence across key accounts, including budget cycles, organizational changes, compliance requirements, and stack rationalization.

• Convert advanced 1Password capabilities into measurable outcomes and ROI for VP and C-suite stakeholders.

• Source and advance expansion opportunities to achieve strong upsell win rates for amendments and renewals.

• Ensure accurate forecasting for upcoming renewals.

• Independently manage commercial objections, renewal negotiations, and competitive discussions.

• Build and present compelling business cases to customer champions and advance deals in alignment with AEs.

• Advise customers on security matters using product knowledge, regulatory context, breach patterns, and competitive insights.

• Design and share replicable AI-assisted workflows with team members.

• Lead collaborative account planning with Account Executives.

• Mentor Level B CSMs through call shadowing, coaching, and onboarding support.

• Lead or co-lead cross-team initiatives and contribute tools or enhancements adopted by peers.

• Develop fluency in 1Password’s product suite, customer success methodology, and commercial approach during onboarding.

• Independently manage customer touchpoints by the end of Month 1.

• Take full ownership of the portfolio, maintain EBR cadence, and identify expansions by Month 3.

• Operate with complete commercial autonomy, contribute to team practices, and mentor peers by Month 6.

⛳️ Requirements

• Over 6 years of experience in a customer-facing, consultative, or technical role within SaaS, such as Customer Success, Solutions Engineering, Technical Account Management, or IT/security leadership.

• Proven history of surpassing retention, adoption, and expansion goals.

• Demonstrated capability to conduct executive business reviews with VP and C-suite stakeholders.

• A background in cybersecurity, Identity and Access Management (IAM), identity security, or enterprise IT is preferred.

• Proficient in strategic success planning and managing multiple stakeholders across a complex portfolio.

• Commercial awareness, including the ability to qualify, advance, and document expansion opportunities and manage negotiations independently.

• Skill in designing and implementing AI-assisted workflows for commercial execution and documenting use cases in a shareable format.

• Strong proficiency in Gainsight and Salesforce.

• Adherence to consistent forecasting practices.

• High level of autonomy in managing complex accounts.

• Strong executive presence with the ability to tailor messaging for technical, operational, and C-suite audiences.

• Capacity to elevate team members through knowledge sharing and informal mentorship.

• Must reside in the United Kingdom and be legally authorized to work there; no work authorization, relocation assistance, or visa sponsorship is provided.

• Successful candidates are required to complete a background check.

🏝️ Benefits

• Immediate enrollment in 1Password's benefits program, including health and dental coverage.

• Pension plan.

• Generous paid time off.

• Equity grant.

• Eligibility for incentive programs.

• Maternity and parental leave top-up programs.

• Competitive health benefits.

• Generous PTO policy.

• RSU program available for most employees.

• Retirement matching program.

• Complimentary 1Password account.

• Paid volunteer days.

• Peer-to-peer recognition through Bonusly.

• Remote-first work culture.

• Accommodation available upon request during recruitment.

• Occasional departmental offsites, quarterly meetings, and periodic customer events.