Principal Customer Success Manager – Strategic Accounts
1Password
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $104,000 - $140,000 per year
Job Level
Lead
Tech Stack
Cyber Security
About the role
- 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.
Requirements
- 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.
Benefits
- Immediate participation in 1Password's benefits program (health, dental, 401k and many others)
- Generous paid time off
- Equity grant
- Participation in our incentive programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementSaaSData analysisValue-based frameworksROI modelingCustomer health metricsSuccess planningCustomer lifecycle managementCross-functional collaboration
Soft skills
Executive presenceCommunication skillsInfluencing stakeholdersBusiness acumenMentoringLeadershipProactive engagementRelationship buildingStrategic thinkingThought leadership