Prinicpal Customer Success Manager, Enterprise

Responsibilities

• Own & Orchestrate Strategic Enterprise Accounts
• Manage a portfolio of high-value Enterprise customers with complex stakeholder environments.
• Develop and lead multi-year Success Plans aligned to executive security priorities and digital transformation initiatives.
• Build and sustain multi-threaded relationships across CISO, CIO, IT, Security, Risk, and executive leadership teams.
• Establish 1Password as a strategic pillar within the customer's Identity and Access Management ecosystem.
• Drive Executive-Level Value Realization
• Lead executive business reviews and strategic roadmap alignment sessions.
• Connect

Requirements

• 10+ years of Customer Success, Technical Account Management, or Enterprise Account Management experience in SaaS, preferably within cybersecurity, Identity & Access Management, or enterprise security platforms.
• Proven track record of owning and exceeding net revenue retention targets across large Enterprise accounts.
• Demonstrated success managing complex, global accounts with multi-million dollar ARR and multi-year agreements.
• Experience delivering executive-level forecasts and portfolio insights to senior leadership.
• Demonstrated success driving strategic upsell and cross-sell initiatives across global organizations.
• Experience engaging directly with CISOs and executive security stakeholders in consultative discussions.
• Advanced Skills & Competencies
• Enterprise account strategy, executive stakeholder alignment, and multi-year value realization planning across complex global organizations.
• Deep commercial acumen with demonstrated ownership of NRR, expansion pipeline influence, and large-scale renewal orchestration.
• Executive presence with the ability to confidently lead C-suite conversations and influence enterprise security strategy.
• Advanced understanding of Identity & Access Management, Zero Trust architecture, access governance, and modern enterprise security frameworks.
• Ability to articulate how Extended Access Management integrates within broader enterprise security ecosystems (e.g., SSO, MFA, lifecycle management, device trust).
• Operational rigor in forecasting, executive reporting, health scoring, and portfolio risk analysis; advanced proficiency in Salesforce, Gainsight (or equivalent CSP), and enterprise productivity tools.
• Exceptional written and verbal communication skills with the ability to synthesize complex technical and strategic information into clear executive narratives.
• Demonstrated ability to leverage AI tools for strategic research, executive brief preparation, customer health modeling, and workflow optimization.
• Strong leadership presence, mentoring capability, and ability to influence without authority across cross-functional teams.
• Resilient, strategic, and outcome-oriented in high-growth, fast-paced enterprise environments.

Benefits

Additional Information

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 Principal Customer Success Manager, you own and lead a portfolio of highly strategic Enterprise accounts (2,501+ employees), driving executive alignment, long-term value realization, and durable net revenue retention. You operate as a senior security advisor to CISOs and executive leadership teams, aligning 1Password's Extended Access Management strategy to customers' broader Identity and Access Management, Zero Trust, and enterprise security frameworks. You influence multi-year account strategy, shape complex renewals and expansions, and serve as a thought partner internally and externally. In addition to portfolio ownership, you elevate Customer Success practices through mentorship, strategic initiatives, and cross-functional leadership. This is a remote opportunity within Canada and the US.

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