Prinicpal Customer Success Manager, Enterprise

1Password is a leading cybersecurity company focused on building a safe digital future and is seeking a Principal Customer Success Manager to manage strategic Enterprise accounts. The role involves driving executive alignment, ensuring long-term value realization, and mentoring within the Customer Success team.

Responsibilities:

• Own & Orchestrate Strategic Enterprise Accounts
• Manage a portfolio of high-value Enterprise customers with complex stakeholder environments
• Develop and lead multi-year Success Plans aligned to executive security priorities and digital transformation initiatives
• Build and sustain multi-threaded relationships across CISO, CIO, IT, Security, Risk, and executive leadership teams
• Establish 1Password as a strategic pillar within the customer’s Identity and Access Management ecosystem
• Drive Executive-Level Value Realization
• Lead executive business reviews and strategic roadmap alignment sessions
• Connect product adoption to measurable security posture improvements, risk reduction, and operational efficiency
• Influence customer security strategy through consultative guidance and industry-informed insights
• Lead Revenue Strategy & Complex Renewals
• Own gross and net revenue retention across Enterprise portfolio
• Orchestrate complex, multi-year renewal strategies involving procurement, security, and executive stakeholders
• Identify and lead expansion opportunities across business units, subsidiaries, and global teams
• Partner with Account Executives on strategic account planning and large, multi-product growth motions
• Operate as a Strategic Leader
• Deliver accurate executive-level forecasting and risk analysis
• Leverage advanced data insights to inform retention and expansion strategies
• Surface enterprise-level trends and customer intelligence to influence Product and GTM strategy
• Mentor Senior and Customer Success Managers, contributing to leveling, best practices, and performance excellence
• Shape Organizational Impact
• Lead or contribute to cross-functional initiatives that improve NRR, enterprise adoption, and operational rigor
• Represent Customer Success in executive forums and cross-department strategy discussions
• Contribute to thought leadership content, industry events, or customer advisory boards when applicable

Requirements:

• 10+ years of Customer Success, Technical Account Management, or Enterprise Account Management experience in SaaS, preferably within cybersecurity, Identity & Access Management, or enterprise security platforms
• Proven track record of owning and exceeding net revenue retention targets across large Enterprise accounts
• Demonstrated success managing complex, global accounts with multi-million dollar ARR and multi-year agreements
• Experience delivering executive-level forecasts and portfolio insights to senior leadership
• Demonstrated success driving strategic upsell and cross-sell initiatives across global organizations
• Experience engaging directly with CISOs and executive security stakeholders in consultative discussions
• Enterprise account strategy, executive stakeholder alignment, and multi-year value realization planning across complex global organizations
• Deep commercial acumen with demonstrated ownership of NRR, expansion pipeline influence, and large-scale renewal orchestration
• Executive presence with the ability to confidently lead C-suite conversations and influence enterprise security strategy
• Advanced understanding of Identity & Access Management, Zero Trust architecture, access governance, and modern enterprise security frameworks
• Ability to articulate how Extended Access Management integrates within broader enterprise security ecosystems (e.g., SSO, MFA, lifecycle management, device trust)
• Operational rigor in forecasting, executive reporting, health scoring, and portfolio risk analysis; advanced proficiency in Salesforce, Gainsight (or equivalent CSP), and enterprise productivity tools
• Exceptional written and verbal communication skills with the ability to synthesize complex technical and strategic information into clear executive narratives
• Demonstrated ability to leverage AI tools for strategic research, executive brief preparation, customer health modeling, and workflow optimization
• Strong leadership presence, mentoring capability, and ability to influence without authority across cross-functional teams
• Resilient, strategic, and outcome-oriented in high-growth, fast-paced enterprise environments