Customer Engagement Manager

Summary

Join Bitwarden's Customer Engagement team as a remote contractor based in EMEA and play a pivotal role in ensuring customer satisfaction and success. Oversee the entire customer journey, from onboarding to renewal, developing standard onboarding procedures to accelerate time-to-value. 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, empathy, executive-level interpersonal skills, an analytical approach, flexibility, and strong 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

• 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