Director, Customer Success – Enterprise

Job Description:

  • 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:

  • 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:

  • 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
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