Senior Director of Implementation

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Report to the Vice President of Customer Success.

• Establish the strategic and operational framework for 1Password’s implementation and professional services function.

• Lead a dedicated team catering to SMB, Commercial, and Enterprise clients.

• Assist customers in effectively adopting 1Password, enhancing time to value, and achieving quantifiable results.

• Define and implement the strategic vision for implementation and professional services.

• Develop and refine scalable service offerings.

• Mentor, coach, and expand the capabilities of Solutions Architects, Onboarding Specialists, Project Managers, and Implementation Specialists.

• Create scalable playbooks, frameworks, and processes to enhance onboarding, implementation quality, customer adoption, and time to value.

• Collaborate with Sales, Customer Success, Product, Marketing, and Operations during pre-sale activities and implementation.

• Oversee project delivery to ensure adherence to scope, timelines, quality standards, and outcome expectations.

• Track project health, capacity, utilization, customer outcomes, and identify areas for improvement through data and reporting.

• Act as an escalation point for intricate implementation challenges.

• Spearhead change initiatives aimed at enhancing team effectiveness and customer outcomes.

⛳️ Requirements

• 10+ years of experience in professional services, customer onboarding, or implementation.

• Minimum of 5 years in a leadership capacity.

• Background in cybersecurity and Software as a Service (SaaS) environments.

• Strong expertise in technical implementations, systems, infrastructure, and integrations for complex customers.

• Experience in implementation, professional services, solutions architecture, or technical account management settings.

• Proven track record in scaling onboarding and implementation programs across SMB, Commercial, and Enterprise sectors.

• Experience in developing capacity-planning models and leveraging utilization, delivery performance, and other KPIs to inform decision-making.

• Strategic thinker with a readiness to engage directly in complex customer situations, team dynamics, and operational specifics.

• Ability to persuade senior leaders and cross-functional partners through clear communication, sound judgment, data insights, and an understanding of customer and business requirements.

• Must be legally authorized to work in the United States or Canada; no work authorization, relocation assistance, or visa sponsorship/transfers offered.

• Candidates must successfully complete a background check.

🏝️ Benefits

• Health benefits.

• Dental benefits.

• 401(k) (USA) / RRSP (Canada).

• Generous paid time off.

• Equity grant / RSU program.

• Incentive programs, where applicable.

• Maternity and parental leave top-up programs.

• Retirement matching program.

• Complimentary 1Password account.

• Paid volunteer days.

• Peer-to-peer recognition through Bonusly.

• Remote-first work environment.

• In-person onboarding in Toronto for all go-to-market roles.

• Occasional travel to department offsites, quarterly meetings, and customer events.

• Accommodation available upon request during recruitment.