Digital Customer Success Manager

New

BitwardenIdentity Security

Remote, U.S.Full-TimeMiddle

Salary$100,000-$120,000 OTE

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Job Details

Passion for user success and customer advocacy.
Analytical, data-driven approach leveraging usage metrics and adoption trends.
Strong interpersonal skills for building trust and consultative stakeholder management.
Experience with Customer Success platforms, CRM, or product analytics tools (nice-to-have).
Background in security, IT, identity, or developer-focused software (nice-to-have).
Familiarity with identity concepts like SSO, SCIM, and directory sync (nice-to-have).
Experience creating enablement content, playbooks, or one-to-many programs (nice-to-have).
Experience with SMB or long-tail customer segments (nice-to-have).
Ability to work effectively in an all-remote, collaborative team environment.

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.
Manage a health-score-based customer queue to identify accounts with stalled adoption, churn risk, or expansion potential.
Engage priority customers through email, calls, webinars, and office hours to promote product adoption and value realization.
Support customers through onboarding, activation, admin setup, rollout completion, and security configuration milestones.
Partner with Lifecycle Marketing to improve automated email sequences, customer journeys, and renewal nudges.
Collaborate with Product and Engineering teams to influence improvements based on recurring customer friction points.
Work with Sales and Account Executives to surface expansion opportunities and support growth conversations.
Document repeatable plays and operational processes to help scale the digital Customer Success motion.

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