Digital Customer Success Manager

🕒 August 4

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Bitwarden

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🔒 Cybersecurity

☁️ SaaS

🏢 Enterprise

Cybersecurity • SaaS • Enterprise

Bitwarden is a trusted password manager that provides secure digital solutions for individuals, families, and businesses. It offers tools for securely storing, managing, and sharing sensitive online data such as passwords, passkeys, and credit cards, utilizing zero knowledge, end-to-end encryption technology. Bitwarden's services include enterprise-level security features such as secrets management for development, DevOps, and IT teams, with additional functionalities for passwordless authentication. The platform supports cross-platform access, is open source, and adheres to strict compliance standards including GDPR, SOC 2, and HIPAA.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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