[All remote jobs](https://jobicy.com/jobs.md)[![1Password logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2020/09/WRILS-200909195848-296323.png)](https://jobicy.com/company/1password.md)[1Password](https://jobicy.com/company/1password.md) # Senior Customer Success Manager Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/1password.md)ShareRemote from[UK](https://jobicy.com/job-region/uk.md)SalaryGBP 73k–106k / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished1 Oct 2026Apply before31 Oct 2026Listing views53Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. This Senior Customer Success Manager owns a portfolio of complex SaaS customers and is accountable for adoption, value realization, retention, renewals, and expansion. The role requires independent commercial judgment, including executive business reviews, renewal negotiations, objection handling, and sourcing growth opportunities in partnership with Account Executives. Candidates need at least six years of consultative, customer-facing, or technical SaaS experience; cybersecurity, IAM, or enterprise IT experience is preferred. The position is UK-remote, requires in-person onboarding in Toronto, and expects active use of AI to improve customer and commercial workflows. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior, commercially accountable CSM role managing complex accounts with minimal managerial oversight. Success depends on executive influence, security-domain credibility, strong forecasting discipline, and the ability to independently close renewal and expansion risks in a fast-paced environment. ## Salary analysis Estimated compensation compared with the broader UK market for similar roles. Estimated job medianBelow market£89,500UK market range£110k–£155k0£171k AI insightThe disclosed annual base-salary range is £73,000–£106,000 GBP, producing an offer midpoint of £89,500 GBP; commission eligibility may increase total compensation but no commission amount is stated. For comparison, the estimated US market base-salary range for a senior enterprise SaaS Customer Success Manager with commercial expansion ownership and cybersecurity exposure is approximately $110,000–$155,000 USD, excluding variable compensation and equity. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer Success Management](https://jobicy.com/jobs?search_keywords=Customer%20Success%20Management.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Enterprise Account Management](https://jobicy.com/jobs?search_keywords=Enterprise%20Account%20Management.md)[Customer Retention](https://jobicy.com/jobs?search_keywords=Customer%20Retention.md)[Renewals](https://jobicy.com/jobs?search_keywords=Renewals.md)[Expansion Revenue](https://jobicy.com/jobs?search_keywords=Expansion%20Revenue.md)[Executive Business Reviews](https://jobicy.com/jobs?search_keywords=Executive%20Business%20Reviews.md)[Cybersecurity](https://jobicy.com/jobs?search_keywords=Cybersecurity.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[Gainsight](https://jobicy.com/jobs?search_keywords=Gainsight.md) Sample interview questionsHow have you turned customer adoption data into a renewal or expansion strategy?I combine product-usage trends, stakeholder feedback, support signals, and the customer’s business priorities into a success plan. I use those insights to identify risks early, establish measurable adoption milestones, and build an executive narrative that connects realized value to renewal confidence or an expansion case. Describe how you would lead an EBR with a VP- or C-suite-level customer stakeholder. I would tailor the session to the stakeholder’s strategic priorities, beginning with outcomes and ROI rather than product activity. I would present concise, data-backed evidence of value, address risks and upcoming business changes, align on a forward success plan, and confirm accountable next steps for renewal or growth. How do you manage a complex renewal when the customer raises commercial objections? I first clarify the underlying issue, whether it is budget, adoption, procurement, competitive pressure, or perceived value. I then quantify the value already delivered, involve the right internal partners, present practical options aligned to the customer’s objectives, and maintain a documented close plan with clear owners and dates. What is your approach to collaborating with an Account Executive on expansion opportunities? I maintain shared account intelligence and align early on customer goals, stakeholders, timing, risks, and qualification criteria. I lead the value and adoption conversation as the trusted advisor while partnering with the AE on commercial strategy, business cases, and an integrated engagement plan. How would you use AI responsibly in a Customer Success workflow? I would use AI to synthesize account research, identify themes from customer interactions, draft meeting preparation materials, and surface follow-up actions, while validating outputs against source data. I would protect customer confidentiality, apply human judgment to recommendations, and document repeatable workflows that teammates can safely adopt. Opportunity details ## About this role. 1Password is growing. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing. About 1Password At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Unified Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work. If you’re excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future. As a Senior CSM at 1Password, you own and strategically manage a portfolio of customers – driving value realization, revenue retention, and expansion outcomes that consistently exceed expectations. You operate with full commercial autonomy: advancing expansion opportunities independently, engaging VP and C-suite stakeholders as a trusted advisor, and managing complex renewals without escalation. Beyond your own book, you raise the bar for the team through mentorship, playbook contributions, and peer enablement. How we’re using AI today Across GTM, we’re transforming the way we work with AI. We expect every seller, CSM, and team member to become a power user, using it daily to work smarter and move faster. AI is already embedded in how we operate – from real-time coaching that sharpens how we sell and interact with customers, to surfacing insights that help us anticipate needs – creating more time for meaningful customer engagement. If you’re excited to reshape how you think, make decisions, and drive growth with AI, you’ll feel right at home here. This is a remote opportunity within the UK. Note: All go-to market roles will have an in-person onboarding in Toronto. What we’re looking for: * 6+ years in a customer-facing, consultative, or technical role in SaaS – Customer Success, Solutions Engineering, Technical Account Management, or IT/security leadership. * Demonstrated track record of exceeding retention, adoption, and expansion outcomes; experience recognized with performance distinction is a plus. * Proven ability to run executive business reviews with VP and C-suite stakeholders. * Background in cybersecurity, IAM, identity security, or enterprise IT preferred; former 1Password power user is a strong plus. * Strategic success planning and multi-threaded stakeholder management across a complex portfolio. * Commercial acumen: independently qualifies, advances, and documents expansion opportunities; manages negotiations without oversight. * Designs and applies AI-assisted workflows to commercial execution; documents use cases in a shareable format. * Strong Gainsight and Salesforce hygiene; consistent forecasting discipline. * Highly autonomous; manages complex accounts without requiring managerial direction. * Commercial thinker who connects customer outcomes to expansion potential naturally. * Strong executive presence – adapts messaging across technical, operational, and C-suite audiences. * Elevates teammates through knowledge sharing and informal mentorship. What you can expect: ### Own and Grow Your Book of Business * Independently manage a portfolio of moderately to highly complex accounts – adapting success plans to each customer’s context without manager guidance. * Maintain full success plan coverage; produce documented best practices and playbooks, applied broadly across accounts with measurable KPI improvement. * Proactively identify and mitigate renewal risks; close risk CTAs with a high rate of success within defined timeframes. ### Drive Adoption & Value Realization * Achieve strong Executive Sponsor attendance in EBRs across segments; EBRs are value-driven, data-backed, and consistently advance renewal confidence. * Maintain commercial intelligence across strategic accounts – budget cycles, org changes, compliance mandates, and stack rationalization. * Translate advanced 1Password capabilities into clear outcomes for VP and C-suite stakeholders; tie adoption to measurable ROI and long-term advocacy. ### Lead Revenue Retention & Expansion * Achieve strong amendment and renewal upsell win rates; proactively source and advance expansion opportunities with documented context. * Maintain forecasting hygiene with minimal blank or unmodified renewals approaching subscription end. ### Operate with Strategic Rigor * Manage commercial objections, renewal negotiations, and competitive conversations independently – without escalation for standard to complex scenarios. * Build and present business cases to customer champions; advance deals with enough depth to move through the pipeline with AE alignment. ### Act as a Trusted Security Advisor * Deep working knowledge of the full 1Password product suite; design tailored success journeys connecting feature adoption to measurable business outcomes. * Incorporate regulatory context, breach patterns, and competitive dynamics into EBRs with confidence. * Design and share AI-assisted workflows with teammates in a replicable, documented format. ### Collaborate & Enable * Lead joint account planning with your AE; cited by AEs as a proactive commercial collaborator who improves deal outcomes. * Mentor Level B CSMs through call shadowing, ad hoc coaching, or onboarding support. * Lead or co-lead cross-team initiatives; contribute tools or improvements adopted by peers. ### Month 1 – Onboarding & Foundation * Develop fluency in 1Password’s full product suite, CS methodology, and commercial motion. * By the end of Month 1, you will independently manage customer touchpoints and demonstrate clear understanding of renewal drivers across your portfolio. ### Month 3 – Portfolio Ownership * Full ownership of your book with consistent EBR cadence and expansion sourcing. * By Month 3, you are meeting key performance targets and expansion leads are flowing to Sales with documented context. ### Month 6 – Strategic Impact * Operating at full commercial autonomy; contributing to team practices and mentoring peers. * By Month 6, you are achieving top-tier customer satisfaction and recognized as a reliable commercial collaborator by your AE and cross-functional partners. UK-based roles only: The annual base salary for this role is between £73,000 GBP and £106,000 GBP, and is commission-eligible. This role is also eligible for immediate participation in 1Password’s benefits program (health, dental, pension, and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs. 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. This posting is for an existing vacancy. Our culture At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, [1Password is not for everyone](https://blog.1password.com/inside-the-culture-powering-1passwords-next-chapter/). Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you’re looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results. How we work with AI We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn’t just encouraged—it’s an essential part of how we will be successful at 1Password. This approach extends to our hiring process—candidates are welcome to use AI tools responsibly and thoughtfully during the application process. To us, this means we do ask that you join live interviews without using AI tools so we can get to know how you communicate, solve problems, and collaborate with others. Our approach to work We recognize the power of both in person collaboration and remote work. Some roles are designated as remote-first, with an expectation that individuals work from their homes majority of the time, while others are designated as in-office roles, with an expectation of being on-site on a regular basis. We recognize that certain roles benefit from regular, in-person connection to support collaboration, team cohesion, and customer engagement. For all roles, occasional travel may be required. This includes things like: department-wide offsites, quarterly department meetings and periodic customer events. These events are typically held in varying locations across Canada, USA and/or EMEA. In leadership roles, you can expect to travel once per month on average. Note: All go-to market roles will have an in-person onboarding in Toronto. What we offer We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer: Health and wellbeing 👶 Maternity and parental leave top-up programs 🩺 Competitive health benefits 🏝 Generous PTO policy Growth and future 📈 RSU program for most employees 💸 Retirement matching program 🔑 Free 1Password account Community 🤝 Paid volunteer days 🏆 Peer-to-peer recognition through Bonusly 🌎 Remote-first work environment *Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting. 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 nextbit@agilebits.com and we’ll work to meet your needs. Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we’re experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you’ve got questions or concerns about this, your talent partner would be happy to address them with you. Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law. 1Password uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See [here](https://www.ashbyhq.com/downloadables/ashby-bias-audit-08-2024.pdf) for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing [this form](https://jobs.ashbyhq.com/1password/automation-notice). For additional information see our [Candidate Privacy Notice](https://1password.com/files/candidate-privacy-notice.pdf). 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