Senior Manager Implementation and Onboarding

Role Description

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.

• Customer-obsessed, technically curious, and committed to building deep, trusted partnerships.
• Operate as a senior people leader, organizational architect, and strategic partner to cross-functional leaders.
• Ownership over team strategy, execution standards, capacity planning, and cross-functional alignment.
• Shape how technical implementation and deployment scales, ensuring consistency and quality across teams.
• Directly influence retention, expansion readiness, and customer trust.
• Player-coach mindset to support complex implementations and guide the team through technical challenges.
• Partner closely with senior leaders in Customer Success, Sales, Support, and Product.
• Blend of senior people leadership, technical depth, operational excellence, and strategic thinking.
• Adaptability, systems thinking, strong executive presence, and a high bar for talent development are key to success.

Qualifications

• 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.

Requirements

• 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.
• 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, APIs, 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 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.

Benefits

• Health and wellbeing programs, including 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.