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About the role
- Senior Manager leading 1Password’s global renewals function and retention outcomes. Scaling renewal teams, forecasts, playbooks, and expansion partnerships for cybersecurity SaaS customers.
Responsibilities
- Lead the global renewals function and own its operating model, team performance, and renewal outcomes
- Lead, develop, and scale a high-performing renewals team across regions and experience levels
- Own the global renewals forecast and retention outcomes, partnering with Customer Success and Sales on expansion opportunities
- Establish standards for coverage, handoffs, risk management, negotiation, forecasting, and performance management
- Coach managers and team members through deal reviews, call debriefs, calibration, and development plans
- Partner with senior leaders to resolve complex renewal situations and embed learnings into the broader operating model
- Design and improve renewal playbooks, commercial workflows, AI-assisted systems, and enablement programs
- Provide insight into renewal performance, risk, expansion opportunities, and strategic priorities
- Partner with senior GTM leaders to resolve risk and capture growth opportunities
- Report to the Senior Director, Customer Success
Requirements
- Lead renewals, customer success, account management, or a related post-sale function in B2B SaaS, with a demonstrated record of owning retention outcomes
- Manage global or senior renewals teams, including hiring, developing, and supporting managers or team leads
- Lead complex renewal negotiations with enterprise customers and build repeatable renewal motions for smaller customer segments
- Strong knowledge of renewal frameworks, commercial terms, pricing, procurement, legal processes, forecasting, and retention metrics including gross retention rate, net retention rate, churn, renewal rate, and expansion
- Experience using Salesforce, Gainsight, or comparable customer success platforms to manage customer health, risk, forecasts, and team performance
- Experience partnering across Customer Success, Sales, RevOps, Finance, Legal, Support, Solutions Engineering, and Product
- Experience in cybersecurity, identity security, or identity and access management
- Experience as a 1Password user or practitioner is a plus
- Legally authorized to work in the United States or Canada; 1Password will not offer work authorization, relocation assistance, or visa sponsorship/transferring
- Successful applicants must complete a background check
Benefits
- Immediate participation in benefits program, including health and dental benefits
- 401(k) (USA-based roles)
- RRSP (Canada-based roles)
- Generous paid time off
- Equity grant / RSU program for most employees
- Participation in incentive programs, where applicable
- Maternity and parental leave top-up programs
- Retirement matching program
- Free 1Password account
- Paid volunteer days
- Peer-to-peer recognition through Bonusly
- Remote-first work environment
- Accommodation available upon request
- In-person onboarding in Toronto for all go-to-market roles
- Occasional travel, including department-wide offsites, quarterly department meetings, and periodic customer events
- Leadership roles can expect to travel once per month on average
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