Digital Customer Success Manager

Bitwarden
United States
Workplace: RemoteFull timeUSD 100,000 - 120,000Function: Customer Success & Account ManagementSkills: ["Empathy","Analytical thinking","Consultative communication","Stakeholder management","Adaptability"]

Operate a pooled digital customer success motion for Bitwarden business customers, using health scores, product usage, lifecycle signals, and renewal timing to prioritize outreach and interventions. Manage a health-score-based customer queue, drive adoption across onboarding to security configuration, run recovery plays for at-risk accounts, and partner with Lifecycle Marketing, Product, Engineering, and Sales to improve retention and unlock expansion opportunities at scale.

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FursaFursa
Bitwarden
Bitwarden
1 day ago

Digital Customer Success Manager

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Last checked: 12 hours agoStatus: Live

Job Summary

Operate a pooled digital customer success motion for Bitwarden business customers, using health scores, product usage, lifecycle signals, and renewal timing to prioritize outreach and interventions. Manage a health-score-based customer queue, drive adoption across onboarding to security configuration, run recovery plays for at-risk accounts, and partner with Lifecycle Marketing, Product, Engineering, and Sales to improve retention and unlock expansion opportunities at scale.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Operate a pooled digital customer success model 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 to identify stalled adoption, low usage, upcoming renewals, churn risk, and expansion potential.
  • •Proactively engage priority customers via email, calls, webinars, office hours, and other scaled channels to drive adoption and realize value.
  • •Support 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 by diagnosing adoption blockers and defining next steps; document repeatable plays and share program impact updates with leadership.

Pay and Benefits

Salary: USD 100,000 - 120,000

Key Requirements

  • •Passion for user success and improving outcomes across the customer journey.
  • •Empathy and relationship-building skills that translate stakeholder needs into actionable plans.
  • •Strong analytical, data-driven mindset to use usage metrics, feedback, and adoption trends for decisions.
  • •Ability to proactively engage customers and communicate clearly with confidence and transparency.
  • •Consultative, sales-forward interpersonal skills and flexibility working with Sales, Product, and other teams.
Experience:Customer successIdentity securityITSecurityDeveloper-focused software
Skills:EmpathyAnalytical thinkingConsultative communicationStakeholder managementAdaptability
Languages:English

Company Brief

Bitwarden
Develops Bitwarden, an open-source password management platform providing secure vaults, password generation, and cross-device syncing for individuals and businesses, with self-hosting and cloud-hosted deployment options and enterprise access controls.
Industry: Cybersecurity
Headquarters: Santa Barbara, United States
Founded: 2016
WebsiteLinkedIn