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

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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 custom

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