Director, Customer Success – Enterprise

1Password

Director of Customer Success at 1Password leading Enterprise Customer Success management teams. Focusing on NRR outcomes and developing high-performing teams for strategic customer accounts.

Posted 7/21/2026full-timeRemote • California • 🇺🇸 United StatesLead💰 $168,000 - $252,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in leading Enterprise Customer Success teams, driving Net Revenue Retention (NRR) outcomes, and managing complex post-sale processes. Proficient in utilizing Gainsight and Salesforce for performance management and customer engagement within the SaaS industry.

Highest-signal resume keywords

Enterprise Customer Success LeadershipNet Revenue Retention (NRR) ManagementGainsight ProficiencySalesforce ExpertisePeople Management Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success FrameworksSuccess PlanningExecutive Business Review (EBR) DesignRenewal ForecastingExpansion Pipeline Generation

Soft Skills

Cross-Functional CollaborationTeam DevelopmentStakeholder Engagement

Tools & Technologies

GainsightSalesforce

Industry Keywords

SaaSCybersecurityIdentity SecurityIAM

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

lead a team of Enterprise CSMs across experience levels
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
shape how Customer Success operates at scale, develops exceptional talent, and serves as a senior cross-functional partner to Enterprise Sales, RevOps, Solutions Engineering, and Product
drive forecasting rigor at the team level and provide CS leadership with accurate, forward-looking segment visibility

Requirements

What you’ll need

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
Background in cybersecurity, identity security, IAM, strongly preferred; former 1Password power user or practitioner is a meaningful advantage

Benefits

Comp & perks

immediate participation in 1Password's benefits program (health, dental, 401k and many others)
generous paid time off
an equity grant
participation in our incentive programs