Director, Customer Success - Enterprise

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 Extended 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 165,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information. 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.

Role Overview

As the Director of Enterprise Customer Success, you will lead and evolve the strategy for our Enterprise segment—our largest and most complex customers. You’ll be responsible for ensuring revenue growth and retention, enabling deployment and adoption, and aligning internal resources to deliver exceptional customer outcomes. This is a highly collaborative, cross-functional leadership role that requires strong business acumen, technical fluency, and a proven track record of leading and scaling customer success teams.

Location Type: Remote Employment Type: FullTime

What we're looking for

• 7+ years of experience leading enterprise-level Customer Success teams, including direct management of team leaders.
• Strong communication and relationship-building skills—comfortable engaging with executive stakeholders internally and externally.
• Highly collaborative leader with a proven ability to influence outcomes across departments.
• Hands-on leadership style with a growth mindset and focus on continuous improvement.
• Strong technical aptitude; familiarity with security-related technologies and customer personas is critical.
• Deep understanding of customer deployment and adoption strategies and their impact on retention and growth.
• Analytical thinker with experience using Salesforce.com, Gainsight, Looker, and similar tools.
• Familiarity with terms such as SCIM, AD, CLI, and SSO.
• Proven experience in building and scaling customer engagement models that impact Net Dollar Retention.
• Sound knowledge of business operations, financial principles, and revenue management.
• Experience in a high-growth SaaS environment is preferred.
• Bonus: Personal or professional experience using 1Password or similar password management tools.

What you can expect

• Lead and grow a high-performing Enterprise Customer Success team, managing CS leaders and supporting their teams to ensure customer satisfaction and retention.
• Own strategic planning and operational execution to drive predictable revenue growth and improve customer lifecycle performance.
• Act as a second-line leader with a hands-on approach—partnering directly with first-line team members and enterprise customers when needed.
• Collaborate cross-functionally with Sales, Product, Marketing, Support, and Operations to align initiatives and enhance the customer experience.
• Build and refine engagement models for proactive deployment, adoption, and customer advocacy in both 1:1 and 1:Many formats.
• Develop and track metrics for customer health, expansion opportunities, adoption rates, and overall Net Dollar Retention (NDR).
• Identify trends, churn risks, and upsell opportunities through deep data analysis and present insights in a meaningful way to executives and stakeholders.
• Forecast renewals and team performance accurately, driving accountability across the team.
• Foster a culture of learning, ownership, and growth within the team through coaching and structured career development.