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Digital Customer Success Manager

1 month ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM Email Marketing
Apply Now
Bitwarden

Bitwarden

Bitwarden is a trusted password manager that provides secure password generation, storage, and sharing for individuals and businesses. With zero-knowledge, end-to-end encryption, Bitwarden offers open-source solutions for managing sensitive information...

Internet Software & Services
51-250
Founded 2015
$100M raised
View All Jobs 7

Description

  • Operate a pooled digital customer success model using health scores, product usage data, renewal timing, and account signals to prioritize outreach.
  • Review and manage a health-score-based customer queue to identify stalled adoption, low usage, churn risk, upcoming renewals, and expansion potential.
  • Proactively engage priority customers through email, calls, webinars, office hours, and other scaled channels.
  • Guide customers through onboarding, user activation, admin setup, rollout completion, security configuration, and ongoing product engagement.
  • Run recovery plays for at-risk customers by diagnosing adoption blockers and defining next steps to improve usage and renewal outcomes.
  • Partner with Lifecycle Marketing to improve automated emails, customer journeys, renewal nudges, onboarding communications, and one-to-many programs.
  • Collaborate with Product and Engineering to share customer insights and identify recurring friction points that affect adoption and retention.
  • Work with Sales and Account Executives to surface expansion opportunities and support renewal or growth conversations.
  • Track customer health, adoption movement, queue coverage, renewal risk, and program impact, and share updates with leadership.
  • Document repeatable plays, customer patterns, and operational processes to help scale the digital customer success motion.

Requirements

  • Experience with Customer Success platforms, CRM tools, lifecycle marketing tools, or product analytics tools is preferred.
  • Experience working with SMB, long-tail, or lower-ARR customer segments is preferred.
  • Background in security, IT, identity, infrastructure, or developer-focused software is preferred.
  • Familiarity with identity and access concepts such as SSO, SCIM, directory sync, admin controls, user provisioning, and account recovery is preferred.
  • Experience creating customer-facing enablement content, playbooks, webinars, office hours, or one-to-many adoption programs is preferred.
  • Strong passion for user success and helping customers succeed throughout their journey.
  • High empathy with the ability to translate stakeholder needs into actionable plans.
  • Strong interpersonal skills for building trust and maintaining a consultative, sales-forward approach.
  • Analytical, data-driven mindset with the ability to use usage metrics, feedback, and adoption trends to guide decisions.
  • Flexible and collaborative communication style with the ability to work across Sales, Product, and other teams.
  • Direct, transparent communication and strong presentation skills.
  • Commitment to a user-focused, product-led culture.
  • Ability to work remotely; this is an all-remote team.
  • No visa sponsorship is available at this time.

Benefits

  • Starting base compensation range of $100,000-$120,000 OTE in the United States.
  • Remote-first role on an all-remote team.
  • Opportunity to work with a globally distributed, motivated, and supportive team.
  • Professional growth and development through new challenges and the Bitwarden #growth-club.
  • Immersion in the security and open source software markets.
  • Purpose-driven work supporting a product used by millions of users worldwide.

Interested in this position?

Apply directly on the company website

Apply Now

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