Customer Engagement Manager

Summary

Join Bitwarden's Customer Engagement team as a remote employee based in the U.S. and contribute to the success of millions of users worldwide. You will oversee the entire customer journey, from onboarding to renewal, developing standard operating procedures to maximize product usage. Collaborate with customers to create account development plans, monitor customer health, and act as a liaison between departments. Lead quarterly business reviews, identify expansion opportunities, and collaborate with product and engineering teams to incorporate customer insights. Champion a client-centric mindset, furnish leadership with updates on high-impact customers, and maintain deep expertise in Bitwarden offerings. This role requires a passion for user success, strong interpersonal skills, an analytical approach, and excellent communication skills.

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

Benefits

• Become an expert. You’ll get immersed in the prominent technology markets of security and open source software
• Bitwarden remains dedicated to building a diverse and talented team. Work remotely with motivated and supportive team members across the world
• Learn and grow. Take on new challenges with the support of your team, and join the Bitwarden #growth-club to continue personal and professional development