Bitwarden is the trusted identity security leader for millions of users worldwide, empowering enterprises, developers, and individuals to securely manage and share sensitive information anywhere. Bitwarden makes it easy for all users to extend robust security across their devices with password management, secrets management, and passwordless and passkey innovations. The company is headquartered in Santa Barbara, California.

com. Bitwarden truly cares about users and wants them to have the best experience while accessing their sensitive information online. The Bitwarden Customer Engagement team is responsible for ensuring customer satisfaction and success with Bitwarden products and services.

As a representative of Bitwarden values, your primary goal is to promote adoption, improve user outcomes, retain and grow the customer base, and advocate for customer needs across the business. This role will support Bitwarden’s growing base of business customers through a scaled, digital Customer Success model. Unlike a traditional Customer Success Manager role, this position does not own a fixed book of business.

Instead, the Digital Customer Success Manager will operate a pooled coverage motion, using product usage data, customer health scores, lifecycle signals, and renewal timing to identify where proactive outreach and human intervention can have the greatest impact. This is a new role designed to help Bitwarden serve customers who may not have a dedicated Customer Success Manager today. The person in this role will help customers adopt Bitwarden, address stalled rollouts, reduce preventable churn, surface expansion opportunities, and build repeatable one-to-many programs that can scale across the customer base.

This is an all-remote team. We do not offer visa sponsorship at this time.

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.

Document repeatable plays, customer patterns, and operational processes that help define and scale Bitwarden’s digital Customer Success motion. 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.