1Password is looking for an Operations & Program Manager to join our Customer Experience (CX) team. You will drive programs and operational frameworks that elevate how we engage, retain, and grow our customers. Your role is to turn strategic Customer Success goals into repeatable programs, workflows, and enablement that help Customer Success Managers deliver value consistently across the entire customer lifecycle.
What You'll Do
- Build and refine frameworks that support consistent, high-quality customer discovery and executive-level engagements.
- Design, optimize, and maintain AI-supported handoff workflows across Sales, Implementation, and Customer Success.
- Lead improvements in forecasting accuracy by developing processes, dashboards, and operational guidance.
- Partner with the Renewals organization to evolve renewal workflows and streamline processes.
- Map and enhance workflows across onboarding, adoption, risk management, expansion, and renewal.
- Translate planning outputs into operational processes and documentation for GTM team alignment.
- Serve as the operational and technical owner for key Customer Success systems.
- Act as the primary liaison with TechOps for tooling changes to support Customer Success processes.
- Evaluate system usage, operational performance, and customer lifecycle data to guide improvements.
- Develop and lead rollout plans, communications, training, and change-management strategies for new tools and programs.
- Create and maintain documentation, playbooks, and resources for consistent execution.
- Monitor emerging trends and innovations in Customer Success operations and make recommendations.
What We're Looking For
- 6+ years of experience in Customer Success operations, revenue operations, customer onboarding, or an adjacent field.
- Strong understanding of the customer lifecycle, including adoption, risk management, expansion, and renewal motions.
- Proven ability to optimize operational processes, create scalable frameworks, and identify gaps or inefficiencies.
- Experience collaborating with cross-functional partners (Customer Success, Account Management, Sales, Support, Product, Operations).
- Demonstrated success managing CS-related initiatives such as EBR program creation, handoff improvement, renewals workflows, or forecasting operations.
- Proficiency with data analysis and metrics tracking to surface trends, assess performance, and inform decision-making.
- Excellent communication and collaboration skills, able to work effectively across technical and non-technical teams.
- Comfortable operating in fast-changing environments with evolving priorities.
Nice to Have
- Experience with enablement (playbooks, documentation, training materials) is a strong plus.
Team & Environment
This role is part of the Customer Experience (CX) team and reports to the Senior Manager of CX Operations.
Benefits & Compensation
- Health and dental benefits
- 401k/RRSP matching program
- Generous PTO policy
- Equity grant
- Incentive programs
- Maternity and parental leave top-up programs
- Free 1Password account
- Paid volunteer days
- Peer-to-peer recognition through Bonusly
- Compensation: USA: $122,000 USD - $166,000 USD | Canada: $111,000 CAD - $150,000 CAD + equity grant
Work Mode
This is a remote-first position open to candidates in the USA and Canada.
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.
