1Password
Cybersecurity
SeniorManagerImplementationandOnboarding
“Senior Manager Implementation and Onboarding at 1Password. Skills: Implementation, Onboarding, People Leadership, Technical Strategy, Customer Success. Understanding the relationships and desired outcomes established during the sales process. Building a launch plan for success”
What You'll Achieve.
Customer success; Retention; Expansion readiness; Customer trust; Value realization; Scalable outcomes
Industry & Context.
Solve hard problems; Ability to troubleshoot integrations, API’s or automation workflows
Occasional travel may be required, In leadership roles, you can expect to travel once per month on average, All go-to market roles will have an in-person onboarding in Toronto, Successful applicants will be required to complete a background check
What They're Looking For.
Must Have
8+ years of experience in post-sale SaaS roles such as Implementation, Professional Services or Solutions Engineering, 4+ years of people management experience, with demonstrated progression to managing managers and/or multiple distinct technical functions, Proven experience leading both IC technical teams and specialized technical roles (e. g. Professional Services or TAMs), Track record of successfully supporting customers across segments in complex, security-focused technical environments, Experience implementing repeatable service delivery models, Experience influencing and improving the full customer lifecycle, including sales handoff, onboarding, adoption, renewal, and expansion motions, technical foundation with the credibility to guide, challenge, and mentor senior technical professionals in program management and implementation, Understanding of technologies such as SSO, SCIM, directory services (AD, Okta, Azure AD), APIs, CLI tools, and SaaS architectures, Strategic, data informed decision maker who can identify trends, risks, and opportunities at scale, Able to translate technical and customer signals into organizational strategy, investment priorities, and roadmap feedback, Experience defining success metrics and operating rhythms for technical deployment and onboarding teams, Ability to troubleshoot integrations, API’s or automation workflows, Senior, trusted partner to Customer Success, Sales, Sales Engineering, Technical Account Management, Support, and Product leadership, Able to align stakeholders across functions and levels, including executive audiences, Customer centric leader with a focus on value realization, long term relationships, and scalable outcomes, Navigates ambiguity with confidence and drives clarity through influence rather than authority, Excellent written and verbal communication skills, with executive presence, Confident representing the technical post-sale organization in leadership forums, Able to clearly articulate risks, tradeoffs, and recommendations, Champions enablement, documentation, and shared learning across teams and functions
Nice to Have
familiarity with security, identity, or IT administration domains strongly preferred, Hands-on experience with 1Password or another password manager
What You'll Do.
Understanding the relationships and desired outcomes established during the sales process
Building a launch plan for success
Helping customers get the most out of 1Password's suite of products
Shaping how technical implementation and deployment scales
Ensuring consistency and quality across teams
Directly influencing retention
Directly supporting complex implementations
Guiding the team through technical challenges
Ensuring customers receive cohesive
high impact technical guidance and advocacy
Defining and evolving engagement models
high quality technical engagement across all customer segments
and priorities to customer needs and business goals
Promoting and modeling a “working out loud” approach to transparency and alignment
Acting as a senior escalation point for high impact
or complex customer situations
Partnering with cross-functional leaders to drive resolution and maintain customer trust
Ensuring learnings from escalations inform process improvements and enablement
Providing leadership with clear visibility into customer health
Delivering insights and recommendations that influence strategy and investment decisions
Representing the voice of technical post sale teams in planning and prioritization discussions
Creating a culture of accountability and ownership
How You'll Work.
Team & Collaboration
Partner closely with senior leaders in Customer Success, Sales, Support, and Product to ensure customers receive cohesive, high impact technical guidance and advocacy; Senior, trusted partner to Customer Success, Sales, Sales Engineering, Technical Account Management, Support, and Product leadership; Able to align stakeholders across functions and levels, including executive audiences; Partnering with cross-functional leaders to drive resolution and maintain customer trust
Communication Scope
Excellent written and verbal communication skills; Executive presence; Able to clearly articulate risks, tradeoffs, and recommendations
Process & Methodology
Program management
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