Senior Customer Success Manager, Commercial

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

📋 Description

• Oversee and expand a strategic portfolio consisting of Commercial and Mid-Market accounts.

• Create and implement detailed Success Plans that are aligned with customer security and business goals.

• Maintain an in-depth understanding of each customer’s organization, priorities, risk profile, and growth path.

• Establish multi-faceted relationships with technical champions, IT leaders, security stakeholders, and C-suite executives.

• Lead proactive lifecycle engagements, including executive business reviews, roadmap discussions, webinars, and customized enablement sessions.

• Enhance product activation, feature adoption, and utilization within your portfolio.

• Offer prescriptive advice based on best practices in cybersecurity and Identity & Access Management.

• Convert complex technical capabilities into clear business results for varied stakeholders.

• Take ownership of gross and net revenue retention objectives across your portfolio.

• Identify expansion opportunities through upselling and cross-selling in collaboration with Account Executives.

• Actively reduce churn risk through data-driven health analyses and strategic intervention planning.

• Ensure accurate forecasting and account insights within Salesforce and Gainsight.

• Implement disciplined engagement and renewal strategies.

• Compile customer insights including feature requests, competitive intelligence, adoption trends, and business risks.

• Provide consistent reporting on portfolio health, expansion pipeline, and renewal forecasts.

• Stay updated on cybersecurity trends, especially in Identity & Access Management, Zero Trust, and Extended Access Management.

• Engage confidently with CISOs, CIOs, and executive stakeholders, providing industry-informed insights.

• Position 1Password as a strategic partner in the transformation of modern access security.

• Collaborate with Sales, Solutions, Onboarding, CX, and Marketing to ensure a seamless customer engagement experience.

⛳️ Requirements

• A minimum of 6 years of Customer Success experience in SaaS, ideally within cybersecurity or enterprise technology.

• A proven history of meeting or surpassing retention, adoption, and expansion KPIs, recognized for top performance (e.g., President’s Club or similar recognition).

• Demonstrated ability to deliver accurate renewal forecasts and portfolio health insights to senior leadership.

• Proven success in driving upsell and cross-sell opportunities across a portfolio, as well as uncovering customer challenges beyond initial disclosures.

• Advanced Skills & Competencies

• Expertise in strategic success planning, account lifecycle management, stakeholder mapping, and value realization strategy, with strong operational rigor in portfolio management, forecasting, risk mitigation, and pacing to retention targets.

• Commercial acumen, relationship-building skills, consultative solution guidance, executive alignment, and leading business reviews with C-Suite stakeholders.

• Operates with discipline in forecasting, CRM maintenance, health scoring, and data-driven decision-making; advanced proficiency in Salesforce, Gainsight (or similar), and modern collaboration tools.

• Exceptional written and verbal communication abilities across email, executive presentations, and collaboration platforms (e.g., Slack, Zoom), with the capacity to translate complex technical concepts into clear, persuasive business language.

• Proven ability to leverage AI tools to enhance efficiency, streamline workflows, synthesize research, and produce data-driven customer insights.

• Ability to understand and explain complex cybersecurity concepts, particularly in Identity and Access Management, and effectively position Extended Access Management within broader enterprise security frameworks.

• Demonstrated curiosity and coachability, with the ability to apply feedback, adapt swiftly, and continuously improve performance.

• A proven team player who collaborates across functions to drive customer outcomes and shared revenue objectives.

• Resilience, self-motivation, and a commitment to consistently achieving retention and growth targets while thriving in a remote environment.

• Preferred: Experience supporting customers using 1Password or other enterprise password/security platforms.

🏝️ Benefits

• Health benefits

• Dental benefits

• 401k

• Generous paid time off

• Equity grant

• Participation in incentive programs