Director, Implementations and Onboarding, EMEA

1Password is growing faster than ever. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing and the Utah Mammoth. About 1Password At 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work. If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future. Our Implementation and Onboarding team is responsible for understanding the relationships and desired outcomes uncovered during the sales process, building a launch plan for a successful deployment, and helping our customers get the most out of 1Password. As Director, Implementations and Onboarding, EMEA, you will support our Implementation and Onboarding team members in EMEA by providing coaching and guidance to achieve individual and team goals - with a focus on deployment percentage, time to value, implementation completion rate, and overall execution quality. You’ll drive overall strategy and execution for the function in EMEA which includes teams like Technical Account Management, Project Management, Customer Training, and Solutions Architecture while collaborating closely with the RoW leadership team to align across regions. Adaptability, curiosity, clear communication, strong strategic and execution, and a desire to build will be crucial for success in this role. While building, this role will also manage individual contributors. This is a remote opportunity in the UK. What we're looking for: - 10 years in a pre- or post-sale capacity SaaS role. Ideally with broad experience across the customer lifecycle. - 5+ years experience in a role managing customer and internal projects. Ideally having spent time focusing on the SaaS and/or security space. - 5+ years in building and leading teams, including coaching, performance development, and feedback in a post-sale implementation and onboarding environment. - A proven track record in successful implementations, planning, and enabling cross-functional teams to unlock sales opportunities. - Deep experience building and executing a cohesive customer journey framework with key milestones and seamless handoffs. - Familiarity with onboarding and implementation tooling, including project management, customer communication, and progress-tracking systems, with an interest in improving workflows and adoption over time. - Bonus: Personal experience with 1Password or another password manager. BUILD & SCALE A HIGH-PERFORMING TEAM - Build, hire and develop a team of high performers, setting clear expectations tied to pipeline goals and creating clear growth paths to support long-term team scalability. - Lead cross-functionally through influence as well as authority, enabling alignment and accountability across teams that do not directly report into this role. - Foster a culture of ownership, experimentation, and performance, with a strong bias toward business impact. - Champion change by leading teams with empathy and confidence, helping individuals navigate ambiguity without losing momentum or morale. DATA & TECHNICAL ACUMEN - Intrigued by data, with hundreds of thousands of customers, you’ll need a mix of data driven insights and hands-on customer attention. - Familiarity with the initialisms and acronyms like APIs, OIDC, SAML, SCIM, AD, CLI, SSO, and SaaS. - Able to connect technical understanding to customer outcomes and team enablement. CUSTOMER & COLLABORATION SKILLS - Strong relationship management skills with both customers and internal partners. - Thrives in cross-functional collaboration, balancing team and customer success with broader company priorities. - Naturally curious and solution-focused, with the ability to navigate ambiguity and evolving needs. - Passionate about understanding individual customer needs, asking thoughtful, open-ended questions, and adapting your approach accordingly. COMMUNICATION & ENABLEMENT - Excellent communication, coaching, and live training skills across email, phone, and video. - Leads conversations with empathy and clarity, balancing teaching with listening and learning. - Confidence facilitating discussions, driving alignment, and influencing outcomes across diverse audiences. What you can expect: LEARN & BUILD CONTEXT - Develop a deep understanding of the 1Password product, our culture, and the Implementation and Onboarding and Customer Success motions. - Learn how we track, measure, and report success, and build strong relationships with the people and teams you’ll partner with. LEAD & DEVELOP THE TEAM - Lead, mentor and support team members in achieving monthly and quarterly goals. - Help build and expand the existing Implementation and Onboarding processes, communication, and rituals. - Support leaders and team members in hitting their monthly and quarterly targets. - Report on team member performance and mission-related objectives. - Orient and onboard new team members and assist ongoing team members with continually improving job performance. - Hold regular team meetings to drive alignment, share updates, and build a competitive edge in the industry. - Interview candidates and make hiring decisions that contribute to building a world-class team. OWN EXECUTION - Streamline and evolve processes to improve execution, rapport-building, and customer outcomes. - Allocate and assign day-to-day tasks to team members according to best fit and skills for the job. Help guide and follow through with team members to ensure high quality outcomes. - Act as an internal project sponsor for your team by supporting, communicating, and practicing a “Working Out Loud” methodology for alignment, transparency, and shared learning. - Prepare and deliver reports to senior management including, including visibility into customer status and team performance. SUPPORT CUSTOMERS & ESCALATIONS - Engage with customers and internal teams to support high-priority issues and escalations, helping navigate challenges to resolution. - Ensure departmental process updates and changes are documented, maintained and communicated. This posting is for an existing vacancy. Our culture At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first. You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone https://blog.1password.com/inside-the-culture-powering-1passwords-next-chapter/. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results. How we work with AI We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged—it's an essential part of how we will be successful at 1Password. This approach extends to our hiring process—candidates are welcome to use AI tools responsibly and thoughtfully during the application process. Our approach to work We recognize the power of both in person collaboration and remote work. Some roles are designated as remote-first, with an expectation that individuals work from their homes majority of the time, while others are designated as in-office roles, with an expectation of being on-site on a regular basis. We recognize that certain roles benefit from regular, in-person connection to support collaboration, team cohesion, and customer engagement. For all roles, occasional travel may be required. This includes things like: department-wide offsites, quarterly department meetings and periodic customer events. These events are typically held in varying locations across Canada, USA and/or EMEA. In leadership roles, you can expect to travel once per month on average. Note: All go-to market roles will have an in-person onboarding in Toronto. What we offer We believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer: Health and wellbeing 👶 Maternity and parental leave top-up programs 🩺 Competitive health benefits 🏝 Generous PTO policy Growth and future 📈 RSU program for most employees 💸 Retirement matching program 🔑 Free 1Password account Community 🤝 Paid volunteer days 🏆 Peer-to-peer recognition through Bonusly 🌎 Remote-first work environment *Some roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting. You belong here. 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. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love. Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs. Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you. 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. See here https://www.ashbyhq.com/downloadables/ashby-bias-audit-08-2024.pdf for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this form https://jobs.ashbyhq.com/1password/automation-notice. For additional information see our Candidate Privacy Notice https://1password.com/files/candidate-privacy-notice.pdf.