Senior Customer Success Manager
New
1
1PasswordCybersecurity
This is a remote opportunity within the UK.Full-TimeSenior
SalaryThe annual base salary for this role is between £73,000 GBP and £106,000 GBP, and is commission-eligible.
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Job Details
- Experience
- 6+ years in a customer-facing, consultative, or technical role in SaaS
- Required Skills
- CybersecuritySalesforceStakeholder managementCustomer SuccessSaaS
Requirements
- Bring 6+ years of experience in a customer-facing, consultative, or technical SaaS role, such as Customer Success, Solutions Engineering, Technical Account Management, or IT/security leadership.
- Demonstrate a track record of exceeding retention, adoption, and expansion outcomes.
- Show experience running executive business reviews with VP and C-suite stakeholders.
- Apply strategic success planning and multi-threaded stakeholder management across a complex portfolio.
- Independently qualify, advance, and document expansion opportunities and manage negotiations without oversight.
- Design AI-assisted workflows for commercial execution and document use cases in a shareable format.
- Maintain strong Gainsight and Salesforce hygiene and consistent forecasting discipline.
- Manage complex accounts autonomously without requiring managerial direction.
- Adapt messaging for technical, operational, and C-suite audiences.
- Cybersecurity, IAM, identity security, or enterprise IT experience is preferred; prior 1Password power-user experience is a strong plus.
Responsibilities
- Manage a portfolio of moderately to highly complex customer accounts and tailor success plans to each customer.
- Maintain success plan coverage and document best practices and playbooks.
- Identify and mitigate renewal risks and close risk CTAs within defined timeframes.
- Lead value-driven, data-backed executive business reviews and connect product adoption to measurable ROI.
- Identify and advance renewal, upsell, and expansion opportunities; maintain forecasting hygiene.
- Manage commercial objections, renewal negotiations, and competitive conversations independently.
- Build and present business cases to customer champions and align with account executives.
- Design tailored success journeys using knowledge of the 1Password product suite and relevant security context.
- Create and share documented, AI-assisted workflows and contribute cross-team tools or improvements.
- Mentor Level B CSMs through call shadowing, coaching, or onboarding support.
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