Digital Customer Success Manager

🕒 2 dias atrás

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Bitwarden

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2016

🔒 Cibersegurança

☁️ SaaS

🏢 Corporativo

Cybersecurity • SaaS • Enterprise

Bitwarden é um gerenciador de senhas confiável que oferece soluções digitais seguras para indivíduos, famílias e empresas. Fornece ferramentas para armazenar, gerenciar e compartilhar com segurança dados online sensíveis, como senhas, passkeys e cartões de crédito, utilizando tecnologia de criptografia de ponta a ponta com zero-knowledge. Os serviços da Bitwarden incluem recursos de segurança em nível corporativo, como gerenciamento de segredos para equipes de desenvolvimento, DevOps e TI, além de funcionalidades adicionais para autenticação passwordless. A plataforma permite acesso multiplataforma, é open source e atende a rígidos padrões de conformidade, incluindo GDPR, SOC 2 e HIPAA.

Descrição

• Operate a pooled Digital Customer Success model for business customers using health scores, product usage data, renewal timing, and account signals • Review and manage a health-score-based customer queue, identifying stalled adoption, low usage, upcoming renewals, churn risk, and expansion potential • Proactively engage priority customers through email, calls, webinars, office hours, and other scaled channels • Support onboarding, user activation, admin setup, rollout completion, security configuration, and continued product engagement • Run targeted recovery plays for at-risk customers and diagnose adoption blockers • Partner with Lifecycle Marketing on automated email sequences, customer journeys, renewal nudges, onboarding communications, and one-to-many adoption programs • Collaborate with Product and Engineering to share customer insights and influence improvements • Work with Sales and Account Executives to identify expansion-ready accounts and support renewal or growth conversations • Track customer health, adoption, queue coverage, renewal risk, and program impact; share updates with leadership • Document repeatable plays, customer patterns, and operational processes • Maintain expertise in Bitwarden offerings, customer use cases, and core security concepts • Use data, customer feedback, and repeatable processes to improve outcomes across a large customer segment

🎯 Requisitos

• Experience with Customer Success platforms, CRM tools, lifecycle marketing tools, or product analytics tools • Experience working with SMB, long-tail, or lower-ARR customer segments • Background in security, IT, identity, infrastructure, or developer-focused software • Familiarity with SSO, SCIM, directory sync, admin controls, user provisioning, and account recovery • Experience creating customer-facing enablement content, playbooks, webinars, office hours, or one-to-many adoption programs • Passion for user success and customer outcomes • Genuine empathy and ability to turn stakeholder needs into actionable plans • Interpersonal skills for building trust and maintaining a consultative, sales-forward perspective • Analytical, data-driven approach using usage metrics, feedback, and adoption trends • Flexibility collaborating with Sales, Product, and other teams • Direct, transparent communication and compelling presentation skills • Commitment to a user-focused, product-led culture • Must not require visa sponsorship; Bitwarden does not offer visa sponsorship at this time

🏖️ Benefícios

• Remote work with motivated and supportive team members across the world • Personal and professional development opportunities • Support for taking on new challenges • Access to the Bitwarden #growth-club • Sense of purpose contributing to a more secure internet experience • Immersion in security and open source software technology markets