Digital Customer Success Manager

About Bitwarden

Bitwarden is a trusted identity security platform used by millions of people around the world. The company helps enterprises, developers, and individuals securely store and share sensitive information through password management, secrets management, and passwordless and passkey innovations. Bitwarden is based in Santa Barbara, California.

Role Overview

Bitwarden’s Customer Engagement team works to ensure customers are satisfied and successful with the company’s products and services. In this position, you will represent Bitwarden’s values by driving adoption, improving customer outcomes, strengthening retention, growing customer accounts, and bringing customer feedback into the business.

This is a scaled, digital Customer Success role supporting Bitwarden’s expanding business customer base. Rather than managing a fixed portfolio of accounts, you will work from a pooled queue and use product usage information, customer health scores, lifecycle signals, and renewal timing to determine where outreach and intervention will have the most impact.

The role is designed to support customers who do not currently have a dedicated Customer Success Manager. You will help drive product adoption, unblock stalled rollouts, lower avoidable churn, uncover expansion opportunities, and create repeatable one-to-many programs that can be used at scale.

This is a fully remote position. Visa sponsorship is not available for this role at this time.

Responsibilities

• Manage a pooled digital Customer Success motion for business customers by prioritizing outreach using health scores, product activity, renewal timing, and account signals.
• Monitor and work through a health-based customer queue to identify accounts with slow adoption, limited usage, upcoming renewals, churn risk, or room for expansion.
• Reach out proactively to priority customers through email, phone calls, webinars, office hours, and other scalable channels to help them adopt Bitwarden and realize value.
• Guide customers through key adoption stages such as onboarding, user activation, administrator setup, rollout completion, security configuration, and ongoing engagement.
• Execute recovery programs for customers at risk, uncovering adoption barriers and defining clear actions to improve product usage and renewal results.
• Work with Lifecycle Marketing to strengthen automated email flows, customer journeys, renewal reminders, onboarding communications, and one-to-many adoption initiatives.
• Partner with Product and Engineering to communicate customer feedback, highlight recurring friction points, and help shape product improvements that support retention and adoption.
• Coordinate with Sales and Account Executives to spot accounts ready for expansion, identify seat growth opportunities, and assist with renewal or upsell discussions when needed.
• Measure and report on customer health, adoption progress, queue coverage, renewal risk, and program effectiveness, providing clear and actionable updates to leadership.
• Create and maintain scalable playbooks, customer patterns, and operating processes that support Bitwarden’s digital Customer Success strategy.
• Build strong knowledge of Bitwarden products, customer use cases, and core security principles so you can provide practical guidance to customers at scale.
• Promote a customer-first, product-led approach by using data, customer feedback, and repeatable processes to improve outcomes across a large customer segment.

Nice to Have

• Experience with customer success software, CRM systems, lifecycle marketing platforms, or product analytics tools.
• Background working with SMB, long-tail, or lower-ARR customer groups.
• Exposure to security, IT, identity, infrastructure, or developer-focused products.
• Knowledge of identity and access concepts such as SSO, SCIM, directory sync, admin controls, user provisioning, and account recovery.
• Experience producing customer enablement materials, playbooks, webinars, office hours, or one-to-many adoption programs.

What You Bring

• Strong motivation to help users succeed throughout every stage of their journey.
• Empathy and the ability to turn stakeholder needs into practical action plans.
• Interpersonal strength to build trust, create meaningful relationships, and take a consultative, sales-aware approach.
• An analytical mindset that uses usage data, feedback, and adoption trends to guide decisions.
• Adaptability in a changing environment and the ability to work smoothly with Sales, Product, and other teams.
• Clear, direct communication and strong presentation skills that build confidence and clarity.
• A commitment to a user-centered, product-led culture aligned with business goals and evolving industry trends.

Interview Process

Qualified candidates may be invited to an introductory conversation and may then move through the following steps:

• Interviews with the Head of Global Accounts
• Case study exercise
• Interview with the Chief Sales Officer
• Reference checks

Why Join Bitwarden

• Work on a mission that helps people and organizations stay secure online, from everyday users to global enterprises.
• Develop deep expertise in security and open source software.
• Join a diverse, distributed team and work remotely with motivated colleagues around the world.
• Take on new challenges and continue your professional growth with team support and development opportunities.

Compensation

For candidates in the United States, the starting base compensation range for this position is $100,000 to $120,000 OTE. Final compensation may vary depending on level, relevant experience, skill set demonstrated during the interview process, and market data for the location. Compensation outside the United States will differ based on local market conditions.

Additional Information

Bitwarden does not provide visa sponsorship for this role at this time.

Benefits are available through the company’s careers page.