[Remote] Senior Director, Digital Customer Success at 1Password

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

CybersecurityIndustries

Requirements

Experience building and leading digital-first customer success motions for self-serve segments
Ability to design and own digital customer success strategies, including segmentation, engagement models, success, and expansion plays
Strong partnership skills with Product to embed customer success into product experiences (e.g., in-app guidance, lifecycle flows, nudges, usage triggers)
Collaboration expertise with Marketing on lifecycle communications, campaigns, and content for adoption, expansion, and retention
Capability to establish digital escalation models for human interventions when needed
Proficiency in driving customer activation, expansion (upsell, cross-sell), and retention through digital campaigns and product recommendations
Experience working cross-functionally with Sales, Success, Marketing, and Product to align strategies
Skills in monitoring customer health, addressing churn risks, and running test-and-learn approaches with experimentation and iteration
Expertise in measuring program effectiveness using adoption, retention, and revenue metrics
Ability to provide actionable insights to leadership and influence roadmaps
Experience building, leading, coaching, and mentoring high-performing teams

Responsibilities

Design and own the digital customer success strategy for the self-serve customer base, including segmentation, engagement models, and success/expansion plays
Partner with Product to embed customer success into the product experience via in-app guidance, lifecycle flows, nudges, and usage triggers
Collaborate with Marketing on lifecycle communications, campaigns, and content to support adoption, expansion, and retention at scale
Establish a digital escalation model to coordinate human interventions when digital motions fall short
Drive activation of existing services to ensure customers realize ongoing value
Own expansion motions through digital campaigns, lifecycle marketing, and product-driven recommendations
Work with cross-functional stakeholders (Sales, Success, Marketing, Product) to align digital programs with go-to-market strategies
Monitor customer health and proactively address churn risks through scaled interventions
Run a test-and-learn approach, experimenting with engagement tactics, lifecycle journeys, and interventions
Continuously measure program effectiveness using adoption, retention, and revenue metrics; refine strategies based on data
Partner with Product and Marketing to pilot and scale new engagement methods
Provide actionable insights to Product, Marketing, and Customer Success leadership to inform roadmaps and strategies
Build and lead a high-performing team, including coaching and mentoring

Skills

Key technologies and capabilities for this role

Customer SuccessDigital StrategyCustomer EngagementCustomer ActivationCustomer ExpansionCustomer RetentionIn-App ExperiencesLifecycle CommunicationsMarketing CampaignsExperimentationData MeasurementProduct CollaborationLeadership

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position.

What is the salary or compensation for this role?

This information is not specified in the job description.

What are the key responsibilities for the Head of Digital Customer Success?

The role involves designing and owning the digital customer success strategy, partnering with Product to embed success into the product experience, collaborating with Marketing on communications, and driving activation, expansion, and retention for self-serve customers.

What is the company culture like at 1Password?

1Password features a human-centric approach, a team of curious, driven individuals, and a fast-paced, dynamic environment focused on solving hard problems.

What makes a strong candidate for this Senior Director role?

Strong candidates will have experience in strategy and leadership, the ability to partner cross-functionally with Product and Marketing, and skills in experimentation, measurement, iteration, and driving customer engagement, activation, expansion, and retention at scale.

1Password

Password management and secure access solution

About 1Password

1Password provides a password management and secure access solution that helps businesses manage and protect their sensitive information. The platform allows employees to securely access applications and share important data like logins and documents while keeping other information private. It operates on a subscription model, offering various plans to meet the needs of different organizations. 1Password integrates with existing identity and access management systems such as Azure AD and Okta, enabling automatic employee provisioning and enhancing security without disrupting workflow. The goal of 1Password is to help businesses improve their cybersecurity measures while ensuring ease of use and maintaining productivity.

Toronto, CanadaHeadquarters

2005Year Founded

$894.9MTotal Funding

SERIES_CCompany Stage

Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

👶 Maternity and parental leave top up programs

👟 Wellness spending account

🏝 Generous PTO policy

💖 Company-wide wellness days off scheduled throughout the year

🧠 Complimentary Headspace membership

🩺 Comprehensive health coverage

📈 Employee stock option program for all full time employees

💸 Retirement matching program

💡 Training budget, 1Password University access, and learning sessions

🔑 Free 1Password account (and friends and family discount!)

🤝 Paid volunteer days

🌎 Employee-led DEI&B programs and ERGs

🏠 Fully remote environment

🏆 Peer-to-peer recognition through Bonusly

Risks

Emerging competitors offer similar features at lower prices, threatening market share.

Potential IPO delays could impact financial strategy and growth plans.

Integration challenges with Trelica may lead to operational inefficiencies.

Differentiation

1Password offers AES 256-bit encryption for secure password management.

The platform integrates seamlessly with IAM systems like Azure AD and Okta.

1Password provides customizable search and organization features for user convenience.

Upsides

Growing demand for passwordless authentication boosts 1Password's innovation opportunities.

Partnerships with Microsoft and Google expand 1Password's market reach.

Remote work trends increase the need for secure access management tools.

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