Digital Customer Success Manager

Bitwarden is the trusted identity security leader for millions of users worldwide, empowering enterprises, developers, and individuals to securely manage and share sensitive information anywhere. The Digital Customer Success Manager will support Bitwarden’s growing base of business customers through a scaled, digital model, focusing on customer adoption, retention, and satisfaction.

Responsibilities:

• Operate a pooled Digital Customer Success model for business customers, using health scores, product usage data, renewal timing, and account signals to prioritize outreach and intervention
• Review and manage a health-score-based customer queue, identifying accounts with stalled adoption, low usage, upcoming renewals, potential churn risk, or expansion potential
• Proactively engage priority customers through email, calls, webinars, office hours, and other scaled channels to help them adopt Bitwarden and realize value
• Support customers through key adoption milestones, including onboarding, user activation, admin setup, rollout completion, security configuration, and continued product engagement
• Run targeted recovery plays for at-risk customers, diagnosing adoption blockers and creating clear next steps to improve product usage and renewal outcomes
• Partner with Lifecycle Marketing to improve automated email sequences, customer journeys, renewal nudges, onboarding communications, and one-to-many adoption programs
• Collaborate with Product and Engineering teams to share customer insights, identify recurring friction points, and influence improvements that support adoption, retention, and customer experience
• Work closely with Sales and Account Executives to identify expansion-ready accounts, surface seat growth opportunities, and support renewal or growth conversations where appropriate
• Track customer health, adoption movement, queue coverage, renewal risk, and program impact, sharing concise and actionable updates with leadership
• Document repeatable plays, customer patterns, and operational processes that help define and scale Bitwarden’s digital Customer Success motion
• Maintain deep expertise in Bitwarden offerings, customer use cases, and core security concepts, delivering practical guidance to customers at scale
• Champion a customer-centric, product-led mindset by using data, customer feedback, and repeatable processes to improve outcomes across a large customer segment

Requirements:

• A passion for user success, ensuring Bitwarden customers excel at every stage of their journey
• Genuine empathy that fosters authentic connections, turning stakeholder needs into actionable plans
• Interpersonal skills for building trust, forging meaningful alliances, and maintaining a consultative, sales-forward perspective
• An analytical, data-driven approach that leverages usage metrics, feedback, and adoption trends to inform key decisions
• Flexibility in responding to evolving customer demands, collaborating seamlessly with Sales, Product, and other teams
• Direct, transparent communication and compelling presentation skills that instill confidence and clarity
• A commitment to a user-focused, product-led culture, harmonizing solutions with organizational objectives and emerging industry innovations
• 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
• A background in security, IT, identity, infrastructure, or developer-focused software
• Familiarity with identity and access concepts such as 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