# Director, Customer Success

**Company:** [1Password](https://hotfix.jobs/companies/1password)
**Location:** Remote
**Role:** Customer Success
**Experience:** 10+ years
**Skills:** Customer Success, nrr, Gainsight, Salesforce, enterprise account management, People Management, executive business reviews, renewal forecasting, ai enablement, IAM
**Posted:** 2026-07-21

> Lead and scale the Enterprise Customer Success team at 1Password, owning NRR outcomes, team performance, and post-sale motions including retention, expansion, EBRs, and forecasting for the company's largest strategic accounts. Requires 10+ years in CS/people management with deep expertise in SaaS enterprise frameworks, commercial rigor, and executive presence.

## Job Description

## Responsibilities
- Lead a team of Enterprise CSMs across experience levels and own the Enterprise segment's NRR outcomes, engagement model, and team performance.
- Accountable for the full post-sale success motion in the Enterprise segment: retention, expansion pipeline generation, executive business review quality, success plan coverage, and forecasting accuracy.
- Serve as a player-coach and organizational architect who shapes how Customer Success operates at scale, develops exceptional talent, and acts as a senior cross-functional partner to Enterprise Sales, RevOps, Solutions Engineering, and Product.
- Build, develop, and scale high-performing Enterprise CSM teams; set and reinforce clear performance standards aligned to CS KPIs (territory planning, EBRs, expansion pipeline, forecasting hygiene, risk management, CSAT, and advocacy).
- Structure coaching and development including formal deal reviews, call debriefs, and development plans that produce measurable improvement in CSM commercial performance.
- Champion AI capability and enablement adoption across the team; model responsible, high-quality AI-assisted workflows.
- Drive succession planning, hiring strategy, and internal growth paths; build a team culture of accountability, curiosity, and continuous improvement.
- Own the Enterprise segment's NRR targets including gross retention rate, expansion pipeline volume, amendment win rates, renewal upsell win rates, and forecasting accuracy.
- Partner with Enterprise AEs to define and evolve the CS-Sales collaboration model: joint account planning, QL handoff standards, pipeline attribution, and deal strategy norms.
- Coach on multi-stakeholder executive business reviews, C-suite renewal negotiations, multi-year expansion business cases, and competitive retention conversations.
- Drive forecasting rigor at the team level using Gainsight and Salesforce to manage segment health, track CTA resolution, monitor expansion pipeline, and report on team-wide RFS KPI performance.
- Design, document, and scale Enterprise CS engagement models, success planning standards, EBR methodologies, and playbooks.
- Align CS capacity, segment coverage models, and role deployment to ARR growth targets and Enterprise customer complexity.
- Identify operating gaps and cross-functional friction; drive structured improvements that reduce risk, accelerate activation, and increase expansion velocity.
- Contribute to CS OKR development with data-backed recommendations that influence CS and GTM strategy, organizational design, and investment priorities.
- Promote and model an AI-first approach to commercial execution; build AI-assisted systems for account intelligence, risk monitoring, and engagement preparation.
- Serve as senior escalation owner for the Enterprise segment's most critical, high-stakes customer situations.
- Act as trusted partner to Enterprise Sales, Solutions Engineering, RevOps, Support, and Product leadership; align stakeholders at all levels on customer priorities and segment strategy.
- Aggregate customer intelligence from the Enterprise book and channel it into GTM positioning, product roadmap input, and CS commercial model design.
- Represent the Enterprise CS organization in leadership forums and strategic planning conversations.

## Requirements
- 10+ years in Customer Success, enterprise account management, or a strategic post-sale function in SaaS, with a demonstrated track record of owning NRR and expansion outcomes.
- 10+ years of people management experience, with demonstrated progression in leading and developing CSMs at multiple levels; experience managing managers is a strong plus.
- Proven ability to lead Enterprise-focused CS teams through complex renewals, executive stakeholder engagement, and commercial expansion motions.
- Deep familiarity with CS operating frameworks – success planning, EBR design, risk CTA management, renewal and expansion forecasting – and how they connect to segment-level NRR performance.
- Strong familiarity with Gainsight and Salesforce; experience using CS platforms to manage team performance, customer health, and pipeline visibility at scale.
- Demonstrated ability to build, develop, and scale high-performing Enterprise CSM teams across levels.
- Excellent written and verbal communication skills with strong executive presence across internal and customer-facing audiences.

## Nice-to-Haves
- Background in cybersecurity, identity security, IAM, strongly preferred; former 1Password power user or practitioner is a meaningful advantage.
- Experience managing managers.

## Similar roles

- [Head of Quality & Training](https://hotfix.jobs/jobs/d8f08b6b-ba67-40ab-8402-0e1de8dfd981) - Talkiatry - Remote - $120k – $160k/yr
- [Director of Customer Operations](https://hotfix.jobs/jobs/ed54616c-a040-4ddd-8c5f-32bf08b480e5) - Crusoe - San Francisco, CA - $215k – $250k/yr
- [Head of Customer Success](https://hotfix.jobs/jobs/e00588dc-d461-4fc1-b5d9-c77f56e51692) - Parallel Systems - Los Angeles, CA - $180k – $200k/yr
- [Head of Enterprise Customer Success](https://hotfix.jobs/jobs/4c3ac3a1-32a7-4bc3-aee6-8f19391d5322) - Zocks - Remote - $180k – $220k/yr
- [Director, Inside Partner Success](https://hotfix.jobs/jobs/704c23fb-1b20-4717-a3c2-74433ed0469a) - TheGuarantors - Remote - $105k – $115k/yr

**Apply:** https://hotfix.jobs/jobs/53c1bec9-8618-4580-8e5b-2e3b16bdcc48
**Canonical:** https://hotfix.jobs/jobs/53c1bec9-8618-4580-8e5b-2e3b16bdcc48