Digital Customer Success Manager
New
B
BitwardenIdentity Security
Remote, U.S.Full-Time
Salary$100,000-$120,000 OTE
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Job Details
- Required Skills
- Data AnalysisProduct AnalyticsCRMCustomer SuccessSaaS
Requirements
- Proven experience in a customer success or equivalent role.
- Analytical, data-driven approach leveraging usage metrics, feedback, and adoption trends.
- Strong interpersonal skills for building trust and maintaining a consultative perspective.
- Direct, transparent communication and compelling presentation skills.
- Flexibility in collaborating seamlessly across Sales, Product, and other teams.
- Passion for user success and customer-centric, product-led culture.
- Familiarity with Customer Success platforms, CRM tools, lifecycle marketing tools, or product analytics tools (Nice to have).
- Background in security, IT, identity, infrastructure, or developer-focused software (Nice to have).
- Familiarity with identity concepts like SSO, SCIM, and directory sync (Nice to have).
- Experience creating customer-facing enablement content or one-to-many adoption programs (Nice to have).
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.
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