Head of Global Accounts

Summary

Join Bitwarden as the Director of Global Account Management and lead a remote team focused on customer health, product adoption, and client satisfaction. You will be responsible for tracking ARR retention and expansion, collaborating with internal teams, and building strong client relationships. This role involves developing account plans, providing regular reports to executives, and ensuring seamless customer experiences. You will also work cross-functionally with various teams to address customer needs and provide product feedback. The position requires experience in account management and leadership, and Bitwarden offers a remote work environment and opportunities for professional development.

Responsibilities

• Build and lead a team of Customer Engagement Managers focused on enhancing client satisfaction, onboarding, training, product adoption, revenue retention, and revenue generation
• Develop and maintain account health scorecards and success dashboards to proactively identify successful and at-risk Bitwarden customers
• Develop Account Business Plans (ABPs) to drive growth while reducing the risk of customer churn and down-sell. The ABPs will include timelines for contract renewals, customer retention activities, and expansion of Bitwarden’s product offerings
• Provide regular proactive reports to Bitwarden’s Executive Suite on customer health, adoption trends, and customer success stories
• Develop account-specific standard onboarding procedures with Bitwarden customers to ensure proper adoption and integration
• Maintain and update CRM data accurately to reflect client activities and business opportunities
• Collaborate with Service Delivery and Operations teams to deliver a seamless customer experience that meets client needs
• Work with Customer Support to ensure effective and efficient ticket resolution
• Interface with product and engineering teams to provide critical product feedback regarding feature requests, bug fixes, and product roadmap
• Coordinate with Sales Executives to pursue new business opportunities and expand Bitwarden’s presence within existing accounts. Identify and assist in capturing cross-sell, upsell, and add-on business opportunities
• Overall – proactively leverage all Bitwarden internal resources when needed to ensure customers’ successful experience with the product and service

Benefits

• This is an all-remote team
• Work remotely with motivated and supportive team members worldwide and participate in productive and fun meetups
• Learn and grow. Take on new challenges with the support of your team, and join our #growth-club to continue personal and professional development