Customer Engagement Manager

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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.
• Executive-level 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.

Responsibilities:

• Oversee the entire customer journey from onboarding through renewal, ensuring practices that maximize usage across all product segments.
• Develop standard onboarding procedures (SOPs) to accelerate time-to-value and deepen engagement.
• Collaborate with customers to create account development plans (ADPs) outlining objectives, utilization milestones, and measurable growth targets.
• Monitor customer health by leveraging analytics and feedback to detect early warning signs and take proactive measures that prevent churn.
• Act as the central liaison between departments, anticipating needs, clarifying priorities, and removing roadblocks to safeguard customer outcomes.
• Lead Quarterly Business Reviews (QBRs) that showcase achievements, gather insights on evolving requirements, and reinforce the value of Bitwarden solutions.
• Proactively pinpoint expansion opportunities with Account Executives, offering targeted recommendations and account analyses to drive additional revenue.
• Collaborate with Product and Engineering teams to incorporate customer insights and observations, shaping feature decisions, influencing roadmap priorities, and ensuring solutions that align with evolving customer needs.
• Champion a client-centric, product-driven mindset by continually refining processes, leveraging data insights, and endorsing enhancements that elevate the overall user experience.
• Furnish leadership with concise, actionable updates on high-impact customers—spotlighting usage trends, success milestones, and emerging concerns.
• Maintain deep expertise in Bitwarden offerings and industry trends, delivering forward-looking counsel to strategic clients.