Principal Customer Success Manager, Strategic Accounts

1Password is growing faster than ever. 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 and the Utah Mammoth.

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 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.

We’re seeking a Principal Customer Success Manager (CSM) to serve as a trusted advisor and strategic partner to our most critical and complex customers. This senior-level role is responsible for driving long-term adoption, business value, and customer satisfaction. As a Principal CSM, you’ll work closely with executives, build multi-threaded relationships, and influence customer success outcomes at scale.

This is an opportunity to lead by example—bringing thought leadership, strategic guidance, and a deep understanding of customer business needs while shaping best practices within our global Customer Success team.

What to expect:

• Serve as the primary executive-level contact for strategic accounts, fostering long-term relationships built on trust and value.

• Drive customer adoption and expansion through outcome-based success planning and proactive engagement.

• Partner with Sales, Renewals, and Support to ensure seamless customer lifecycle management and retention.

• Act as a voice of the customer internally, influencing product roadmaps, services, and overall strategy.

• Lead executive business reviews (EBRs) with C-level stakeholders to align on outcomes and measure value realization.

• Mentor and coach other Customer Success Managers, contributing to the development of best practices and frameworks.

• Analyze customer health, usage, and success metrics to identify risks and opportunities.

• Serve as a thought leader in Customer Success, contributing to internal strategy as well as external customer-facing content.
  

What we're looking for:

• 10+ years of experience in Customer Success, Account Management, or related customer-facing roles in SaaS or technology.

• 5+ years managing strategic, global and enterprise-level customers with complex needs.

• Exceptional executive presence and communication skills, with the ability to influence senior stakeholders.

• Strong business acumen—able to connect product capabilities to measurable business outcomes.

• Experience leading cross-functional initiatives and collaborating with Sales, Product, and Support.

• Data-driven mindset with the ability to leverage insights to drive decision-making.

• Passion for mentoring and enabling others, with demonstrated leadership (formal or informal).

• Experience working with cybersecurity SaaS.

• Familiarity with value-based frameworks (e.g., Success Plans, ROI modeling).

• Global account or multi-region management experience.

About you:

• Your style is concise yet empathetic – with a balance of teaching and listening/learning yourself as well as knowing when to pivot in a conversation.

• Demonstrated experience in supporting individuals and businesses in effectively utilizing software to enhance productivity and efficiency.

• You’re passionate about discovering customer needs and objectives, and you ask Insightful open-ended questions that help you learn more about them.

• You enjoy translating technical terms for customers who find technology confusing or intimidating.

• You thrive in fast-paced, disruptive technology environments, are comfortable with ambiguity and are resourceful, taking ownership and initiative to solve problems.

• Optional: You have personal experience with 1Password or another password manager. While not required, it’ll help you quickly have confidence in this role.

USA-based roles only: The annual base salary for this role is between $104,000 USD and $140,000 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 $104,000 CAD and $140,000 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.

1Password uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See here for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this form. For additional information see our Candidate Privacy Notice.