Head of Implementation

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.

The Head of Implementation will report directly to VP, Customer Success and is responsible for setting the strategic and operational direction of our team while scaling onboarding and implementation practices across segments.

This role will drive measurable improvements in customers' time to value by creating deployment efficiency, driving product adoption, increasing satisfaction and long-term growth. The Senior Director sets the function’s strategic direction, oversees operations, drives successful delivery, and develops a high-performing team to achieve impactful results.

What to Expect:

• Strategic Leadership: Define and drive the strategic vision for implementation and professional services.

• Build, lead, and mentor a cross-functional team of Solutions Architects, Onboarding Specialists, Project Managers, and Implementation Specialists.

• Develop and manage team KPIs (e.g., time-to-value, project success rate, utilization, NPS, CSAT).

• Partner with CS, Sales, Product, and Marketing to align on customer requirements and solution delivery.

• Organizational Initiatives: Lead key strategic initiatives to drive deployment, time to value, product adoption and customer satisfaction.

• Cross-functional Collaboration: Cultivate trusted relationships with peer leaders and VPs to understand their needs, challenges, and priorities to align objectives and initiatives to drive collective outcomes.

• Operations Excellence: Standardize and continuously improve onboarding, implementation, and technical delivery processes.

• Create scalable playbooks and frameworks to support implementations across segments (SMB to Enterprise).

• Drive operational efficiency through tools, systems, and automation (e.g. Reprise, …)

• Data and Reporting: Track and report on project health, implementation performance, and customer outcomes.

• Use data to proactively identify trends, risks, and areas for improvement.

• Performance Metrics: Establish and manage the function’s key performance indicators (KPIs) aligned with Customer Services objectives. Oversee performance tracking, hold teams accountable, and lead initiatives to optimize results, ensuring KPIs drive business outcomes and inform strategic decisions.

• Customer Delivery: Oversee delivery of implementation projects, ensuring they meet scope, timeline, and quality standards.

• Serve as an escalation point for complex or strategic implementation issues.

• Foster a customer-first mindset focused on long-term success and ROI.

• Change Management: Partner with key leaders and lead the planning, communication, implementation, and evaluation of effective, integrated change initiatives.

• Team Leadership: Build and lead a high-performing team. Coach and mentor direct reports, evaluate functional talent, and implement plans to prepare talent for evolving business demands.

• Culture and Org Health: Cultivate a high-performance culture that is reflective of company values, fostering psychological safety, inclusivity, ownership, and agility. Drive initiatives to enhance the employee experience function - and department-wide.
  
  

What we're looking for:

• Experience: 10+ years of experience in professional services, customer onboarding, or implementation roles, with at least 5 years in a leadership role, preferably within the SaaS or cybersecurity industry.

• Proven track record of achieving Proven track record of scaling onboarding programs across SMB, Commercial, and Enterprise. Of building out a capacity planning model to support our multi product vision. Driving improvement in customer deployment and adoption through process and practice.

• Strong business acumen with expertise in program and project management skills including experience with enterprise-level customers.

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

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

• Demonstrated ability to collaborate effectively cross-functionally with senior leaders and teams.

• Excellent communication and interpersonal skills, with the proven ability to influence peers and VPs using expertise, data insights, and behind the scenes support.

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

• Proven success in building, developing and scaling high-performing teams.

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 $204,000 USD and $276,000 USD and is commission-eligible. This role is also 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 $194,000 CAD and $262,000 CAD and is commission-eligible. This role is also eligible for 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 work

We recognize the power of both in person collaboration and remote work. Some roles are designated as remote-first, with an expectation that individuals work from their homes majority of the time, while others are designated as in-office roles, with an expectation of being on-site on a regular basis. We recognize that certain roles benefit from regular, in-person connection to support collaboration, team cohesion, and customer engagement.

For all roles, occasional travel may be required. This includes things like: department-wide offsites, quarterly department meetings and periodic customer events. These events are typically held in varying locations across Canada, USA and/or EMEA. In leadership roles, you can expect to travel once per month on average.

Note: All go-to market roles will have an in-person onboarding in Toronto.

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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