What it’s like to build an exceptional Customer Experience team at 1Password

Hi, I’m Steve O’Connor, and I lead Customer Experience (CX) at 1Password. 

Our CX organization spans Customer Success, Digital Customer Success, Customer Engagement, Support, Implementation, and CX Operations. Each team has a different role, but together we ensure that customers experience one company and one connected journey. That vision is shaping how we’re building the team and the way we work with customers.

What we’re building

1Password is growing quickly, and our work is expanding with it. To support that growth, we’re evolving away from a highly manual, human-led model to one where product, data, automation, and AI help us focus our people where they can make the greatest difference for our customers. By reducing repetitive preparation and administrative work, AI gives our people more time to listen, build trust, and help customers solve complex problems. 

We’re also shifting our focus from account ownership and activity to customer outcomes. How are customers adopting our products and realizing value from them? How are we building relationships that lead to retention, expansion, and advocacy? These are the questions that guide our work today.

How AI is changing the work

AI assists and augments the expertise that already exists within our team, helping us remove unnecessary work that gets in the way of building meaningful customer relationships. It helps us prepare for stronger conversations, from summarizing customer history and identifying risks and opportunities, to surfacing relevant content and recommending next steps. 

As technology helps us scale, our team’s role is evolving as well. We’re more focused than ever on meeting with customers and understanding what matters to them directly.

How we win together

The culture we’re building starts with keeping customers at the center. Their feedback influences how we prioritize, improve, and make decisions. Since CX spans so many teams, it’s especially important that we operate as part of the broader 1Password ecosystem. Support cannot optimize only for Support, and Engagement cannot optimize only for Engagement. We work collaboratively to ensure customers experience one coordinated company, not the seams between our functions.

We work hard, support one another, and want to win together, because winning means creating better customer outcomes, building a stronger business, and developing a team people are proud to be part of. To do that, we cultivate a culture of continuous feedback and improvement. I want everyone on my team to feel comfortable sharing ideas regardless of title or level. That includes challenging existing processes and asking what we could do better.

What I look for in candidates

The work ahead will involve change and experimentation. What matters is that we stay curious, learn quickly, and keep moving forward.

• Curiosity: I look for people who want to understand our business and why we work the way we do. They’re equally curious about what our customers are trying to accomplish, where they’re struggling, and how we can improve the experience.

• Resilience and adaptability: The world is moving quickly, and so is 1Password. Priorities will change, experiments will not always work, and new information will emerge. What matters is that our people stay curious and see change as an opportunity to learn, adapt, and grow.

• Commercial mindset: This is a commercially minded, goals-oriented part of the business. We need people who understand the connection between customer outcomes and business outcomes, including how we protect revenue and identify opportunities for adoption, advocacy, and expansion.

Come shape Customer Experience at 1Password

We’re not simply hiring people to operate an existing model. We’re looking for those who want to help build what’s next. We’re building the next version of how we work with customers by combining product-led experiences, digital engagement, data, AI, and valuable human relationships. We want our people to spend more time doing work with empathy and trust.