Responsibilities
- Lead multiple customer-facing technical teams, including Technical Account Managers and Solutions Architects, responsible for driving customer outcomes, deep technical adoption, and long-term success across segments.
- Operate as a senior people leader, organizational architect, and strategic partner to cross-functional leaders.
- Shape how technical post-sale engagement scales, ensure consistency and quality across teams, and directly influence retention, expansion readiness, and customer trust.
- Partner closely with senior leaders in Implementation and Onboarding, Customer Success, Sales, Support, and Product to ensure customers receive cohesive, high-impact technical guidance and advocacy.
- Define and evolve engagement models, processes, and playbooks for technical post-sale teams.
- 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.
- 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.
- 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.
Requirements
- 8+ years of experience in post-sale SaaS roles such as Technical Account Management, Solutions Engineering, Customer Success, or Support 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., TAMS, Solutions Architects, Engineers, or equivalent)
- Track record of successfully supporting customers across segments in complex, security-focused technical environments
- Experience influencing and improving the full customer lifecycle, including sales handoff, onboarding, adoption, renewal, and expansion motions
- Demonstrated ability to build, scale, and lead multi-layered, high-performing technical teams
- 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
- Creates an inclusive, transparent, psychologically safe environment that supports growth, feedback, and ownership
- Comfortable acting as a senior escalation point for complex customer and organizational challenges
- Strong technical foundation with the credibility to guide, challenge, and mentor senior technical professionals
- Deep 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 customer-facing teams
- Senior, trusted partner to Customer Success, Sales, Sales Engineering, Implementation, 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
- 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
Nice to Have
- Strong familiarity with security, identity, or IT administration domains
- Hands-on experience with 1Password or another password manager
Benefits
- Health and wellbeing
- Maternity and parental leave top-up programs
- Competitive health benefits
- Generous PTO policy
- RSU program for most employees
- Retirement matching program
- Free 1Password account
- Paid volunteer days
- Peer-to-peer recognition through Bonusly
- Remote-first work environment
Team
Structure: multiple customer-facing technical teams, including Technical Account Managers and Solutions Architects
Additional Information
- 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.
- Travel for in-person engagement is a part of almost all roles, and we require our employees to be ready and willing to take part. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events.
