Director, Customer Success (Enterprise)

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. Our Enterprise Customer Success team is responsible for protecting and growing the revenue relationships with 1Password's largest, most strategically significant customers. We are customer-obsessed, commercially rigorous, and committed to building the long-term executive partnerships that make 1Password an indispensable part of every enterprise's identity security strategy. As Enterprise Director of Customer Success, you will lead a team of Enterprise CSMs across experience levels – and own the Enterprise segment's NRR outcomes, engagement model, and team performance. You will be accountable for the full post-sale success motion in the Enterprise segment: retention, expansion pipeline generation, executive business review quality, success plan coverage, and forecasting accuracy. You are a player-coach and organizational architect who shapes how Customer Success operates at scale, develops exceptional talent, and serves as a senior cross-functional partner to Enterprise Sales, RevOps, Solutions Engineering, and Product. This role requires deep customer success expertise, strong commercial acumen, a high standard for operational rigor, and genuine passion for building high-performing teams. Adaptability, executive presence, systems thinking, and a relentless focus on customer and revenue outcomes will define your success. 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 Canada and the US. What we're looking for: Experience & Background • 10+ years in Customer Success, enterprise account management, or a strategic post-sale function in SaaS, with a demonstrated track record of owning NRR and expansion outcomes • 10+ years of people management experience, with demonstrated progression in leading and developing CSMs at multiple levels; experience managing managers is a strong plus • Proven ability to lead Enterprise-focused CS teams through complex renewals, executive stakeholder engagement, and commercial expansion motions • Deep familiarity with CS operating frameworks – success planning, EBR design, risk CTA management, renewal and expansion forecasting – and how they connect to segment-level NRR performance • Strong familiarity with Gainsight and Salesforce; experience using CS platforms to manage team performance, customer health, and pipeline visibility at scale • Background in cybersecurity, identity security, IAM, strongly preferred; former 1Password power user or practitioner is a meaningful advantage Leadership & Team Development • Demonstrated ability to build, develop, and scale high-performing Enterprise CSM teams across levels • Sets and reinforces clear performance standards aligned to the CS KPIs – territory planning, EBRs, expansion pipeline, forecasting hygiene, risk management, CSAT, and advocacy • Structures coaching and development deliberately: formal deal reviews, call debriefs, and development plans that produce measurable improvement in CSM commercial performance • Champions AI capability and enablement adoption across the team; models responsible, high-quality AI-assisted workflows in their own practice • Drives succession planning, hiring strategy, and internal growth paths; builds a team culture of accountability, curiosity, and continuous improvement Commercial & Revenue Leadership • Owns the Enterprise segment's NRR targets and the discrete Renewals and Pipeline Generation motions that contribute – including gross retention rate, expansion pipeline volume, amendment win rates, renewal upsell win rates, and forecasting accuracy • Partners with Enterprise AEs to define and evolve the CS-Sales collaboration model: joint account planning, QL handoff standards, pipeline attribution, and deal strategy norms for the segment's most complex accounts • Understands and coaches on multi-stakeholder executive business reviews, C-suite renewal negotiations, multi-year expansion business cases, and competitive retention conversations • Drives forecasting rigor at the team level: maintains forecasting hygiene standards, identifies renewal risks with sufficient lead time, and provides CS leadership with accurate, forward-looking segment visibility • Uses Gainsight and Salesforce to manage segment health, track CTA resolution, monitor expansion pipeline, and report on team-wide RFS KPI performance Strategic & Operational Excellence • Designs, documents, and scales Enterprise CS engagement models, success planning standards, EBR methodologies, and playbooks that improve team-wide performance and create repeatable outcomes • Aligns CS capacity, segment coverage models, and role deployment to ARR growth targets and Enterprise customer complexity • Identifies operating gaps and cross-functional friction; drives structured improvements that reduce risk, accelerate activation, and increase expansion velocity • Contributes to CS OKR development; brings data-backed recommendations that influence CS and GTM strategy, organizational design, and investment priorities • Promotes and models an AI-first approach to commercial execution; builds AI-assisted systems for account intelligence, risk monitoring, and engagement preparation that multiply team capacity at scale Customer & Cross-Functional Collaboration • Serves as senior escalation owner for the Enterprise segment's most critical, high-stakes customer situations; partners with cross-functional leaders to drive resolution and ensure learnings are captured and embedded • Trusted partner to Enterprise Sales, Solutions Engineering, RevOps, Support, and Product leadership; aligns stakeholders at all levels, including executive audiences, on customer priorities and segment strategy • Aggregates customer intelligence from the Enterprise book and channels it into GTM positioning, product roadmap input, and CS commercial model design with documented influence on business decisions • Represents the Enterprise CS organization with confidence in leadership forums and strategic planning conversations Communication, Enablement & Influence • Excellent written and verbal communication skills with strong executive presence across internal and customer-facing audiences • Communicates team perfor