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Stephen
O'Connor
VP, Customer Success and Account Management
1Password
As Vice President of Customer Success & Account Management at 1Password, Stephen O'Connor brings deep expertise in building and scaling high-performing teams across Sales, Customer Success, and Support. With a strong track record in the computer and network security space, he blends operational excellence with a customer-first mindset to drive growth, retention, and long-term value. Known for transforming post-sales functions into strategic growth engines, Stephen excels at aligning teams, processes, and technology to deliver exceptional customer experiences at scale.
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12 November 2025 10:15 - 10:45
Expansion without the hard sell: How customer success fuels sustainable revenue growth
The best Customer Success teams don’t just protect revenue, they expand it. In this keynote, hear how 1Password’s Customer Success and Account Management teams turn everyday customer interactions into growth opportunities by mastering the balance between value delivery and commercial insight. You’ll learn how to identify upsell, cross-sell, and even strategic downsell opportunities through a data-driven understanding of customer health, product usage, and timing. This session will explore the frameworks and signals that turn Customer Success from a cost center into a predictable growth engine without compromising the customer-first principles that define the role.