Bitwarden

Digital Customer Success Manager

Remote, U.S

Sponsorship not specified$100k-$120kDetected 20 days ago

CRMExcelCustomer SuccessCommunication

About the role

Bitwarden makes it easy for all users to extend robust security across their devices with password management, secrets management, and passwordless and passkey innovations.
The company is headquartered in Santa Barbara, California.
Bitwarden truly cares about users and wants them to have the best experience while accessing their sensitive information online.

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.
Document repeatable plays, customer patterns, and operational processes that help define and scale Bitwarden's digital Customer Success motion.
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.
This role will support Bitwarden's growing base of business customers through a scaled, digital Customer Success model.
Unlike a traditional Customer Success Manager role, this position does not own a fixed book of business.
This is a new role designed to help Bitwarden serve customers who may not have a dedicated Customer Success Manager today.

A passion for user success, ensuring Bitwarden customers excel at every stage of their journey.
Interpersonal skills for building trust, forging meaningful alliances, and maintaining a consultative, sales-forward perspective.
Selected candidates will be invited to schedule an introduction call and potentially progress through the following stages:
Interview(s) with Head of Global Accounts
Case Study
Interview with Chief Sales Officer
Reference calls

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.
Genuine empathy that fosters authentic connections, turning stakeholder needs into actionable plans.
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.

In the United States, the starting base compensation range for this role is $100,000-$120,000 OTE.

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.
Track customer health, adoption movement, queue coverage, renewal risk, and program impact, sharing concise and actionable updates with leadership.

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.
Maintain deep expertise in Bitwarden offerings, customer use cases, and core security concepts, delivering practical guidance to customers at scale.

This listing is sourced directly from Bitwarden's careers page and normalized into a canonical job model.