Director, Customer Content

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 175,000 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.

The Director of Customer Content will report directly to the Director, Customer Engagement, and is responsible for the production, governance, and maintenance of customer content. This leader focuses exclusively on the post-sale experience - driving product adoption, retention, and customer loyalty through clear, actionable content. This leader sets the function’s strategic direction, oversees operations, drives successful delivery, and develops a high-performing team to achieve impactful results.

The ideal candidate brings deep cybersecurity expertise, experience managing content across knowledgebases and channels, and a highly technical understanding of our product and customer audiences.

This is a remote opportunity within Canada and the US.

Key Responsibilities

Strategic Leadership:

• Develop and implement the Customer Content Team’s annual objectives and roadmap aligned with the Customer Experience strategy.

• Analyze market/industry trends, emerging technologies, customer insights, and stakeholder feedback to inform strategic direction.

• Define and scale a world-class customer content program that elevates our brand and delivers value beyond the product.

• Build a content strategy to increase post-sale impact—using content to accelerate adoption, engagement, and loyalty.

• Strategically repurpose and scale existing content (enablement assets, documentation, webinars, etc.) to maximize reach and consistency across the customer journey and across diverse segments and channels.

• Partner with senior leaders to plan, communicate, and implement integrated content initiatives effectively.

Customer Content Production & Governance

• Oversee the end-to-end production of post-sales customer-facing content, including materials for 1Password’s customer learning management system, technical documentation, blogs, podcasts, sales enablement assets, and knowledge base articles, ensuring all content is accurate, high-quality, and customer-centric.

• Establish and oversee a post-sales content governance framework to ensure consistency, compliance, and efficiency across the organization.

• Establish processes and execute content audits to maintain governance and retire or update stale content

• Drive best practices for content development, approval, distribution, and lifecycle management.

• Lead and optimize the customer knowledgebase—ensuring structure, findability, and governance- to deliver an exceptional self-service experience.

Cross-functional Collaboration

• Work closely with stakeholders across Product, Marketing, Support, and Customer Success to identify customer content needs, gather insights, and align on priorities.

• Work closely with partners in Marketing and PMM to ensure content is delivered to our customers in a timely manner.

• Partner with Voice of Customer to ensure feedback and insight are continually plugged into customer content programs.

• Cultivate trusted relationships with cross-functional peers and teams, enabling content strategies that deliver collective outcomes.

• Collaborate with Security, Product, and Support teams to ensure all technical content reflects cybersecurity best practices and enables secure product use.

Operations & Performance

• Evaluate the function’s structure, practices, processes, and systems to identify opportunities for continuous improvement.

• Establish and manage key performance indicators (KPIs) aligned with Customer Experience objectives.

• Oversee performance tracking, holding teams accountable and leading initiatives to optimize results.

• Implement systems and workflows that enable content reuse, scalability, and localization. Track content performance against adoption and engagement metrics.

Team Leadership

• Build and lead a high-performing team of content developers and technical writing specialists.

• Provide strong leadership, coaching, and mentorship to ensure professional growth and organizational impact.

• Implement plans to hire, develop, and optimize talent to meet evolving business needs.

• Foster a culture of technical excellence, cybersecurity awareness, and customer empathy.

Culture and Org Health

• Foster a high-performance culture that reflects company values, where psychological safety, agility, and ownership are the norms.

• Maintain a pulse on functional health and drive improvements to enhance the employee experience.
  

Qualifications

• Experience: 8+ years in customer content, technical writing, or customer experience functions, with at least 3 years in a leadership role, within SaaS or cybersecurity.

• Proven experience managing and scaling knowledgebases and world-class customer content programs that improve customer outcomes and business performance.

• Strong leadership skills with a track record of building and leading high-performing teams.

• Demonstrated expertise in content production including video, audio, and technical writing, and associated governance processes.

• Strong business acumen with an understanding of security, IT, developer, and consumer audiences in cybersecurity and technical domains.

• Excellent analytical and strategic thinking skills, with the ability to execute plans that drive measurable results.

• Solid experience in operational excellence, including process improvements, system optimization, and performance metric management.

• Proven ability to collaborate effectively with stakeholders across multiple functions.

• Exceptional communication and interpersonal skills, with the ability to influence peers and executives using expertise and data insights.

• Success leading strategic initiatives in fast-paced, complex, and dynamic environments.

• Demonstrated ability to use content to influence product adoption, customer satisfaction, and loyalty in post-sale contexts.
  

This job description outlines the primary duties and responsibilities associated with this position, but it is not an exhaustive list. Responsibilities may evolve or change as needed to meet the needs of the organization.



USA-based roles only: The annual base salary for this role is between $170,000 USD and $230,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.

Canada-based roles only: The annual base salary for this role is between $158,000 CAD and $214,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP 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.

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. 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.

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 at 1Password—it's an essential part of how we will be successful at 1Password.

Our approach to remote work
We believe in the power of remote work, but recognize that in-person connection is important to help us achieve our mission. While we are a remote-first company, travel for in-person engagement is a part of almost all roles, and we require our employees to be ready and willing to take part. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events.

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 [email protected] 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.

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