Senior Manager Implementation and Onboarding

Job description

1Password is growing. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing. About 1Password At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Unified Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work. If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future. 1Password is a leader in providing secure, user-friendly password management and identity protection solutions, trusted by millions of users worldwide. 1Password has also branched in Extended Access Management to ensure a secure sign-in for every app on every device. At 1Password, we believe in creating a culture that values diversity, innovation, and personal growth, offering a collaborative environment where every team member can thrive. We all have important information we need to manage, and protecting it should be easy. Over 180,000 businesses and millions of people sign in to 1Password to unlock smart, simple access to everything they care about. Our vision is to create a safer, simpler digital future for everyone, and our culture values simplicity, honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online. Our Implementations and Onboarding team is responsible for understanding the relationships and desired outcomes established during the sales process, building a launch plan for success, and helping customers get the most out of 1Password's suite of products. We are customer-obsessed, technically curious, and committed to building deep, trusted partnerships that help organizations succeed securely with 1Password and moving with urgency to solve what matters most. You will operate as a senior people leader, organizational architect, and strategic partner to cross-functional leaders. This role has expanded scope and influence, with ownership over team strategy, execution standards, capacity planning, and cross functional alignment. You will shape how technical implementation and deployment scales, ensure consistency and quality across teams, and directly influence retention, expansion readiness, and customer trust. This role requires a player-coach mindset with the ability to directly support complex implementations and guide the team through technical challenges. You will partner closely with senior leaders in Customer Success, Sales, Support, and Product to ensure customers receive cohesive, high impact technical guidance and advocacy. This role blends senior people leadership, technical depth, operational excellence, and strategic thinking. Adaptability, systems thinking, strong executive presence, and a high bar for talent development will be key to success. How we’re using AI today Across GTM, we’re transforming the way we work with AI. We expect every seller, CSM, and team member to become a power user, using it daily to work smarter and move faster. AI is already embedded in how we operate – from real-time coaching that sharpens how we sell and interact with customers, to surfacing insights that help us anticipate needs – creating more time for meaningful customer engagement. If you’re excited to reshape how you think, make decisions, and drive growth with AI, you’ll feel right at home here. This is a remote opportunity within Canada and the US. What we're looking for: - 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 - Strong familiarity with security, identity, or IT administration domains strongly preferred - Bonus: Hands-on experience with 1Password or another password manager Leadership & Team Development - Demonstrated ability to build, scale, and lead multi-layered, high-performing technical onboarding teams - Experience leading through organizational change, driving adoption of new roles, processes, and tools - Experienced in managing managers and senior ICs, including succession planning and leadership development - Sets and reinforces clear standards for technical excellence, customer engagement quality, and accountability - Skilled in organizational design, role clarity, and capacity planning across multiple teams - Comfortable acting as a senior escalation point for complex customer and organizational challenges Data & Technical Acumen - Strong 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 Customer & Cross-Functional Collaboration - 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 strong focus on value realization, long term relationships, and scalable outcomes - Navigates ambiguity with confidence and drives clarity through influence rather than authority Communication & Enablement, & Influence - Excellent written and verbal communication skills, with strong 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 What you can expect: Learn & Build Context - Develop deep expertise in the 1Password product, customer use cases, and security ecosystem - Understand how success is measured across Implementation, Solutions Architecture, and Customer Success - Build strong relationships with senior internal partners and stakeholders Lead & Develop the Team - Lead and develop the IC’s and managers - Establish clear expectations, success metrics, and growth paths across roles - Drive hiring strategy, onboarding excellence, and long term talent development - Foster strong team rituals, communication norms, and knowledge-sharing systems Own Strategy, Execution, & Outcomes - Define and evolve engagement models, processes, and playbooks - Ensure consistent, high quality technical engagement across all customer segments - Align resources, skills, and priorities to customer needs and business goals - Promote and model a “working out loud” approach to transparency and alignment Support Customers & Escalations - Act as a senior escalation point for high impact, high risk, or complex customer situations - Partner with cross-functional leaders to drive resolution and maintain customer trust - Ensure learnings from escalations inform process improvements and enablement Reporting & Visibility - Provide leadership with clear visibility into customer health, adoption trends, and risks - Deliver insights and recommendations that influence strategy and investment decisions - Represent the voice of technical post sale teams in planning and prioritization discussions - Create a culture of accountability and ownership USA-based roles only: The annual base salary for this role is between $129,000 USD and $187,000 USD, and is commission-eligible. This role is also immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs. Canada-based roles only: The annual base salary for this role is between $127,000 CAD and $169,500 CAD and is commission-eligible. This role is also eligible for immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs. At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set. This posting is for an existing vacancy. Our culture At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone https://blog.1password.com/inside-the-culture-powering-1passwords-next-chapter/. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results. How we work with AI We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged—it's an essential part of how we will be successful at 1Password. This approach extends to our hiring process—candidates are welcome to use AI tools responsibly and thoughtfully during the application process. To us, this means we do ask that you join live interviews without using AI tools so we can get to know how you communicate, solve problems, and collaborate with others. Our approach to work We recognize the power of both in person collaboration and remote work. Some roles are designated as remote-first, with an expectation that individuals work from their homes majority of the time, while others are designated as in-office roles, with an expectation of being on-site on a regular basis. We recognize that certain roles benefit from regular, in-person connection to support collaboration, team cohesion, and customer engagement. For all roles, occasional travel may be required. This includes things like: department-wide offsites, quarterly department meetings and periodic customer events. These events are typically held in varying locations across Canada, USA and/or EMEA. In leadership roles, you can expect to travel once per month on average. Note: All go-to market roles will have an in-person onboarding in Toronto. What we offer We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer: Health and wellbeing 👶 Maternity and parental leave top-up programs 🩺 Competitive health benefits 🏝 Generous PTO policy Growth and future 📈 RSU program for most employees 💸 Retirement matching program 🔑 Free 1Password account Community 🤝 Paid volunteer days 🏆 Peer-to-peer recognition through Bonusly 🌎 Remote-first work environment *Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting. You belong here. 1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs. Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you. Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law. 1Password uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See here https://www.ashbyhq.com/downloadables/ashby-bias-audit-08-2024.pdf for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this form https://jobs.ashbyhq.com/1password/automation-notice. For additional information see our Candidate Privacy Notice https://1password.com/files/candidate-privacy-notice.pdf.