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 165,000 businesses and millions of people trust us to provide seamless, secure access to their most critical information.
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.
The Senior Customer Experience Strategy Manager is responsible for designing and continuously improving a seamless, data-informed customer journey. By integrating end-to-end journey mapping with actionable feedback loops and strategic insights, this role ensures our customers’ voices are embedded in everything we do, enabling exceptional experiences and business impact across every stage of the customer lifecycle.
We’re seeking a strategic, detail-oriented Senior Customer Experience Strategy Manager to own the vision, operations, and optimization of our customer journey and feedback ecosystems. This is a hybrid role combining Customer Journey Management and Voice of Customer program leadership.
The ideal candidate is a systems thinker who can distill complex customer interactions into actionable insights, drive cross-functional alignment, and champion the customer across the business.
This is a remote opportunity within Canada and the US.
What we're looking for:
8+ years experience in customer experience, customer success, strategy, or related field.
Proven experience in developing and executing end-to-end customer journey mapping and Voice of the Customer programs.
Strong analytical and storytelling skills with the demonstrated ability to translate data into clear, compelling narratives.
Excellent collaboration and communication skills, with experience with influencing in cross-functional environments.
Proficiency with tools such as Qualtrics, Medallia, Gainsight, Salesforce, or equivalent.
Passion for elevating the customer voice and improving experience outcomes.
What you can expect:
Develop and execute the strategy for the end-to-end customer journey across all segments, personas, and lifecycle stages, ensuring a clear understanding of key touchpoints and experiences.
Act as a key contributor in shaping department KPIs, OKRs, customer experiences, and optimizing internal operational improvements
Establish strategic relationships with cross-functional teams (Product, Sales, Success, Marketing, Support) to ensure customer insights directly inform roadmap, process, and experience improvements.
Design and manage customer feedback programs (e.g., NPS, CSAT, onboarding, win/loss), ensuring consistent collection across channels and customer lifecycle stages.
Identify and prioritize challenges and opportunities in the customer journey, leading strategic, cross-functional initiatives to reduce friction, increase retention, and elevate customer satisfaction.
Analyze customer data and insights — both qualitative and quantitative — to develop clear, actionable recommendations for improving the customer experience.
Serve as a strategic advisor to sr. leadership, providing data driven recommendations that influence priorities and long-term planning.
Build and execute closed-loop feedback systems that route insights to the right teams and track resolution and impact over time.
Deliver regular customer insights updates including executive summaries, journey health dashboards, and quarterly win/loss reviews to drive leadership alignment.
Champion a customer-centric mindset across the organization, leading by example, knowledge sharing, and supporting teams in adopting best practices for journey design and customer advocacy
USA-based roles only: The annual base salary for this role is between $128,000 USD and $173,000 USD, plus immediate participation in 1Password's benefits program (health, dental, 401k and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
Canada-based roles only: The annual base salary for this role is between $122,000 CAD and $166,000 CAD, plus immediate participation in 1Password’s generous benefits program (health, dental, RRSP and many others), utilization of our generous paid time off, an equity grant and, where applicable, participation in our incentive programs.
At 1Password, we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.
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. 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.
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 at 1Password—it's an essential part of how we will be successful at 1Password.
Our approach to remote work
We believe in the power of remote work, but recognize that in-person connection is important to help us achieve our mission. While we are a remote-first company, travel for in-person engagement is a part of most roles. Frequency will depend on role and responsibilities, and may include, but is not limited to: annual department-wide offsites, team meetings, and customer/industry events.
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
🏝 Generous PTO policy
💖 Four company-wide wellness days
Growth and future
📈 Company equity for all full-time employees
💸 Retirement matching program
🔑 Free 1Password account
Community
🤝 Paid volunteer days
🌎 Employee-led inclusion and belonging programs and ERGs
🏆 Peer-to-peer recognition through Bonusly
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 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. For additional information see our Candidate Privacy Notice.