Building Customer Success for what’s next at 1Password

Hi! I’m Audrey Weber, Senior Director of Customer Success (CS) at 1Password.

If you’re considering your next step in Customer Success, I’d love to share what we’re building at 1Password, how the work is changing, and why it matters to the future of identity security.

How we’re evolving Customer Success

We win when our customers win, and that’s at the core of our CS mission. As our customers’ needs evolve, we’re growing the team and the systems that support our work, investing in automation, and helping our people deepen their product and industry expertise. 

Helping customers move forward with confidence

AI is changing the way work happens; that shift requires us to understand what matters to CISOs and security leaders today and how those priorities are connected to our product offerings.

This is where Customer Success becomes a value advisor. We’re focused on upskilling our team, helping them help our customers grow and get the most out of their investment in 1Password. We show up with consistency, clarity, and trust, building long-term relationships that create a stronger foundation for the work ahead.

Using AI to create better customer experiences

We’re investing in a culture of AI fluency that enables our team to focus on the work that matters most. In practice, that means we’re “automating the predictable and humanizing the meaningful,” a phrase my colleague coined. 

As AI shapes our industry and the way we work, our success motions continue to be built with humans at the center. We’re focused on making it easier for customers to reach their goals, curating experiences that drive value for them wherever they are in their journey, and giving our team the tools and development opportunities to do great work.

Growing a team that learns and wins together

Our culture is grounded in collaboration, transparency, innovation, and a shared focus on results. We win together, and when something doesn’t work, we learn and adjust. Everything we do is designed to build trust and instill confidence while keeping the customer at the center. 

As we grow the team, I look for people who bring ownership and passion to their work.

The core principles that build our team include:

• Curiosity: The people who thrive here have a deep sense of curiosity about the industry, the customer experience, and how to translate goals into measurable value. Along with curiosity, I look for compassion and collaboration, which are soft skills that help us win and learn together.

• Commercial acumen: We move quickly and expect people to take ownership. A big part of that is the ability to turn issues into solutions no matter your role or level, keeping the team moving towards our mission with speed, focus, and alignment.

• Product enthusiasm: From Enterprise Password Manager to Credential Broker and Unified Access, we want new team members to share our excitement for the differentiation and evolution of our product suite, and what that means for our customers.

Come shape the next chapter with us

I joined 1Password to help evolve how we engage with our customers and drive their long-term success with our array of solutions. From my first conversation with the team, I was drawn to the opportunity to build something meaningful with brilliant, collaborative people. That’s still what excites me about the work today.

If you want to work in a fast-paced environment, refine your craft, and help shape the future of a beloved brand, this is the place.