Remote EMEA Mid-Market Customer Success Manager

Bitwarden; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Remote-first team (US)

Open source security culture

Diversity & growth opportunities

Professional development

Job summary

Bitwarden is seeking a Customer Success Engagement Manager for an all-remote US-based role. You will own the customer journey from onboarding to renewal, develop SOPs, and partner with Sales, Product, and Engineering to drive usage and growth.

You will monitor health signals, lead QBRs, and identify expansion opportunities while maintaining a client-centric, product-led approach that aligns with Bitwarden’s security-focused open source heritage.

Qualifications

• A passion for user success
• Empathy that fosters authentic connections
• Executive-level interpersonal skills
• Analytical, data-driven approach using usage metrics
• Flexibility to collaborate with Sales, Product and other teams
• Direct, transparent communication and presentation skills
• Commitment to a user-focused, product-led culture

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.

Job description

Bitwarden is seeking a Customer Success Engagement Manager for an all-remote US-based role. You will own the customer journey from onboarding to renewal, develop SOPs, and partner with Sales, Product, and Engineering to drive usage and growth.

You will monitor health signals, lead QBRs, and identify expansion opportunities while maintaining a client-centric, product-led approach that aligns with Bitwarden’s security-focused open source heritage.