Senior Director of Implementation

As the Senior Director, Implementation, you'll report to the Vice President, Customer Success and set the strategic and operational direction for 1Password's implementation and professional services function. You'll lead a team responsible for helping customers across Small and Medium-sized Businesses (SMB), Commercial, and Enterprise segments adopt 1Password successfully, improve time to value, and achieve measurable outcomes. How we're using AI today Across GTM, we're transforming the way we work with AI. We expect every seller, CSM, and team member to become a power user, using it daily to work smarter and move faster. AI is already embedded in how we operate - from real-time coaching that sharpens how we sell and interact with customers, to surfacing insights that help us anticipate needs - creating more time for meaningful customer engagement. If you're excited to reshape how you think, make decisions, and drive growth with AI, you'll feel right at home here. This is a remote opportunity within Canada and the US. What we're looking for: • Bring 10+ years of experience in professional services, customer onboarding, or implementation, including at least 5 years in a leadership role, with experience in cybersecurity and Software as a Service (SaaS) environments. • Demonstrate a strong background in technical implementations, systems, infrastructure, and integrations for complex customers. • Apply experience from implementation, professional services, solutions architecture, or technical account management environments. • Scale onboarding and implementation programs across SMB, Commercial, and Enterprise customer segments. • Build capacity-planning models and use utilization, delivery performance, and other Key Performance Indicators (KPIs) to guide decisions. • Combine strategic thinking with a willingness to engage directly in complex customer situations, team challenges, and operational details. • Influence senior leaders and cross-functional partners through clear communication, sound judgment, data, and a strong understanding of customer and business needs. What you can expect: • Define and execute the strategic vision for implementation and professional services, including the launch and evolution of scalable services offerings. • Lead, coach, and grow a cross-functional team of Solutions Architects, Onboarding Specialists, Project Managers, and Implementation Specialists. • Establish scalable playbooks, frameworks, and processes that improve onboarding, implementation quality, customer adoption, and time to value. • Partner with Sales, Customer Success, Product, Marketing, and Operations to create effective transitions from pre-sale activities through customer implementation. • Oversee implementation delivery across customer segments, ensuring projects meet scope, timeline, quality, and outcome expectations. • Use data and reporting to monitor project health, capacity, utilization, customer outcomes, and opportunities for improvement. • Serve as an escalation point for complex implementation challenges while leading change initiatives that strengthen team effectiveness and customer results. USA-based roles only: The annual base salary for this role is between $192,000 USD and $288,000 USD. This role is also eligible for 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 $182,000 CAD and $273,000 CAD. This role is also eligible for 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. This posting is for an existing vacancy. 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.