Senior Director, Digital Customer Success - Remote

Overview

The Senior Director, Digital Customer Success will be responsible for building and leading the digital-first customer success strategy for the self-serve segment at 1Password. This role focuses on customer engagement, activation, expansion, and retention while collaborating with product and marketing teams to enhance customer experiences.

In Short

• Lead the digital customer success strategy for self-serve customers.
• Partner with Product to integrate customer success into product experiences.
• Collaborate with Marketing on lifecycle communications and campaigns.
• Establish a digital escalation model for customer support.
• Drive activation and ensure ongoing customer value realization.
• Own expansion motions through coordinated digital campaigns.
• Monitor customer health and address churn risks proactively.
• Run a test-and-learn approach to improve digital programs.
• Build and lead a high-performing customer success team.
• Utilize analytics to measure program effectiveness and refine strategies.

Requirements

• 7+ years of experience in Customer Success or Digital Programs at a SaaS company.
• 3+ years of leadership experience.
• Proven track record in driving customer activation and retention.
• Strong partnership skills with Product and Marketing teams.
• Experience with customer success tools like Gainsight and Salesforce.
• Analytical mindset with experience in analytics tools.
• Excellent communication and leadership skills.
• Comfort with APIs and automation.

Benefits

• Competitive salary with benefits program.
• Generous paid time off.
• Equity grant and retirement matching program.
• Paid volunteer days.
• Remote-first work environment.
• Opportunities for professional growth and development.