UK-Based EMEA Growth & Renewal CSM (Mid-Market)

Bitwarden; Greater London; On-site; GBP 60,000 - 85,000; Full time

Job summary

Bitwarden in the United Kingdom is seeking a Customer Engagement professional to oversee the entire customer journey from onboarding through renewal, ensuring value delivery and high adoption across product segments.

You will build onboarding SOPs, collaborate with Sales, Product and Engineering to translate customer insights into roadmap priorities, and lead quarterly business reviews to strengthen trust and drive expansion opportunities.

Qualifications

• Passion for helping users succeed
• Superior interpersonal skills for stakeholder engagement
• Analytical, data-driven approach to usage metrics and adoption
• Clear, transparent communication and presentation abilities
• Ability to work collaboratively with Sales, Product and other teams
• Commitment to a user-focused, product-led culture

Responsibilities

• Oversee the customer journey from onboarding through renewal and expansion
• Develop onboarding SOPs to accelerate value delivery
• Collaborate with customers to create account development plans
• Monitor customer health using analytics to prevent churn
• Lead QBRs to showcase value and gather insights
• Identify expansion opportunities with Account Executives
• Work with Product and Engineering to incorporate customer feedback into roadmap priorities
• Provide leadership with concise updates on high-impact accounts
• Maintain deep expertise in Bitwarden offerings and industry trends

Skills

User success focus

Executive interpersonal skills

Analytical mindset

Strong communication

Cross-functional collaboration

Product-led mindset

Job description

Bitwarden in the United Kingdom is seeking a Customer Engagement professional to oversee the entire customer journey from onboarding through renewal, ensuring value delivery and high adoption across product segments.

You will build onboarding SOPs, collaborate with Sales, Product and Engineering to translate customer insights into roadmap priorities, and lead quarterly business reviews to strengthen trust and drive expansion opportunities.