At a Glance
- Tasks: Manage complex SaaS accounts, driving customer success and revenue growth.
- Company: Join 1Password, a leader in cybersecurity and digital safety.
- Benefits: Competitive salary, health benefits, equity grants, and generous paid time off.
- Other info: Dynamic team environment with opportunities for mentorship and career growth.
- Why this job: Make a real impact on digital security for millions while working remotely.
- Qualifications: 6+ years in customer-facing SaaS roles with strong commercial acumen.
The predicted salary is between 73000 - 106000 £ per year.
Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move.
Salary: GBP 73k–106k / yr
Department: Customer Support & Success
Employment: Full Time
Experience: Director
Published: 1 Oct 2026
Apply before: 31 Oct 2026
This Senior Customer Success Manager owns a portfolio of complex SaaS customers and is accountable for adoption, value realization, retention, renewals, and expansion. The role requires independent commercial judgment, including executive business reviews, renewal negotiations, objection handling, and sourcing growth opportunities in partnership with Account Executives. Candidates need at least six years of consultative, customer-facing, or technical SaaS experience; cybersecurity, IAM, or enterprise IT experience is preferred. The position is UK-remote, requires in-person onboarding in Toronto, and expects active use of AI to improve customer and commercial workflows.
As a Senior CSM at 1Password, you own and strategically manage a portfolio of customers – driving value realization, revenue retention, and expansion outcomes that consistently exceed expectations. You operate with full commercial autonomy: advancing expansion opportunities independently, engaging VP and C-suite stakeholders as a trusted advisor, and managing complex renewals without escalation. Beyond your own book, you raise the bar for the team through mentorship, playbook contributions, and peer enablement.
What we’re looking for:
- 6+ years in a customer-facing, consultative, or technical role in SaaS – Customer Success, Solutions Engineering, Technical Account Management, or IT/security leadership.
- Demonstrated track record of exceeding retention, adoption, and expansion outcomes; experience recognized with performance distinction is a plus.
- Proven ability to run executive business reviews with VP and C-suite stakeholders.
- Background in cybersecurity, IAM, identity security, or enterprise IT preferred; former 1Password power user is a strong plus.
- Strategic success planning and multi-threaded stakeholder management across a complex portfolio.
- Commercial acumen: independently qualifies, advances, and documents expansion opportunities; manages negotiations without oversight.
- Strong Gainsight and Salesforce hygiene; consistent forecasting discipline.
- Highly autonomous; manages complex accounts without requiring managerial direction.
- Strong executive presence – adapts messaging across technical, operational, and C-suite audiences.
- Elevates teammates through knowledge sharing and informal mentorship.
What you can expect:
- Own and Grow Your Book of Business: Independently manage a portfolio of moderately to highly complex accounts – adapting success plans to each customer’s context without manager guidance.
- Drive Adoption & Value Realization: Achieve strong Executive Sponsor attendance in EBRs across segments; EBRs are value-driven, data-backed, and consistently advance renewal confidence.
- Lead Revenue Retention & Expansion: Achieve strong amendment and renewal upsell win rates; proactively source and advance expansion opportunities with documented context.
- Operate with Strategic Rigor: Manage commercial objections, renewal negotiations, and competitive conversations independently – without escalation for standard to complex scenarios.
- Act as a Trusted Security Advisor: Deep working knowledge of the full 1Password product suite; design tailored success journeys connecting feature adoption to measurable business outcomes.
- Collaborate & Enable: Lead joint account planning with your AE; cited by AEs as a proactive commercial collaborator who improves deal outcomes.
UK-based roles only: The annual base salary for this role is between £73,000 GBP and £106,000 GBP, and is commission-eligible. This role is also eligible for immediate participation in 1Password’s benefits program (health, dental, pension, and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
Senior Customer Success Manager employer: Cyber StrategiX
Cyber StrategiX is committed to fostering a supportive and innovative work culture that encourages professional growth. Employees enjoy competitive salaries and opportunities for continuous learning in the rapidly evolving field of cybersecurity.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cyber StrategiX. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cyber StrategiX before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cyber StrategiX:Your cover letter is your chance to shine! Tell us why you want to work at Cyber StrategiX specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cyber StrategiX!
How to prepare for a job interview at Cyber StrategiX
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
