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Salary: USD 135,000 - 165,000 / annual
Bitwarden is seeking a Customer Engagement Manager to drive customer success and retention across their identity security platform. This role owns the entire customer lifecycle from onboarding through renewal, with a focus on maximizing product adoption and identifying expansion opportunities.
Key responsibilities include developing standardized onboarding procedures and account development plans (ADPs) that outline growth targets and utilization milestones. You'll monitor customer health using analytics and feedback to detect churn risks early, then take proactive measures to prevent attrition. The role requires acting as a central liaison across departments—Sales, Product, Engineering, and Leadership—to anticipate customer needs, remove roadblocks, and ensure successful outcomes.
You'll lead Quarterly Business Reviews (QBRs) showcasing achievements and gathering insights on evolving requirements. Working closely with Account Executives, you'll identify and pursue expansion opportunities with targeted recommendations and account analyses. Collaboration with Product and Engineering teams is essential to incorporate customer insights into feature decisions and roadmap priorities.
The ideal candidate brings genuine empathy and executive-level interpersonal skills, combined with a data-driven mindset. You'll leverage usage metrics, adoption trends, and customer feedback to inform decisions. Strong communication and presentation abilities are critical, as is flexibility in responding to evolving customer demands. A passion for user success and commitment to a product-led, customer-centric culture are essential.
This is a fully remote position based in the US. Bitwarden is headquartered in Santa Barbara, California, and is the trusted identity security leader for millions of users worldwide, offering password management, secrets management, and passwordless/passkey innovations.
