Digital Customer Success Manager

Responsibilities

• Operate a pooled Digital Customer Success model for business customers, 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, identifying accounts with stalled adoption, low usage, upcoming renewals, potential churn risk, or expansion potential.
• Proactively engage priority customers through email, calls, webinars, office hours, and other scaled channels to help them adopt Bitwarden and realize value.
• Support customers through 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, diagnosing adoption blockers and creating clear next steps to improve product usage and renewal outcomes.
• Partner with Lifecycle Marketing to improve automated email sequences, customer journeys, renewal nudges, onboarding communications, and one-to-many adoption programs.
• Collaborate with Product and Engineering teams to share customer insights, identify recurring friction points, and influence improvements that support adoption, retention, and customer experience.
• Work closely with Sales and Account Executives to identify expansion-ready accounts, surface seat growth opportunities, and support renewal or growth conversations where appropriate.
• Track customer health, adoption movement, queue coverage, renewal risk, and program impact, sharing concise and actionable updates with leadership.
• Maintain deep expertise in Bitwarden offerings, customer use cases, and core security concepts, delivering practical guidance to customers at scale.
• Champion a customer-centric, product-led mindset by using data, customer feedback, and repeatable processes to improve outcomes across a large customer segment.

Nice to Have

• Experience with Customer Success platforms, CRM tools, lifecycle marketing tools, or product analytics tools.
• Experience working with SMB, long-tail, or lower-ARR customer segments.
• A background in security, IT, identity, infrastructure, or developer-focused software.
• Familiarity with identity and access concepts such as SSO, SCIM, directory sync, admin controls, user provisioning, and account recovery.
• Experience creating customer-facing enablement content, playbooks, webinars, office hours, or one-to-many adoption programs.