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Bitwarden is seeking a Digital Customer Success Manager to support its growing base of business customers through a scaled, digital-first customer success model. Unlike traditional CSM roles with fixed books of business, this position operates 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.
The role is designed to serve customers who may not have a dedicated CSM today. You will help customers adopt Bitwarden, address stalled rollouts, reduce preventable churn, surface expansion opportunities, and build repeatable one-to-many programs that scale across the customer base.
Key responsibilities include: operating a health-score-based customer queue to prioritize outreach; proactively engaging priority customers through email, calls, webinars, and office hours; supporting customers through adoption milestones (onboarding, user activation, admin setup, rollout completion, security configuration); running targeted recovery plays for at-risk accounts; partnering with Lifecycle Marketing to improve automated email sequences and customer journeys; collaborating with Product and Engineering to share customer insights and influence improvements; working with Sales to identify expansion opportunities and support renewal conversations; tracking and reporting on customer health, adoption movement, queue coverage, and program impact; documenting repeatable plays and operational processes; and maintaining deep expertise in Bitwarden offerings, use cases, and security concepts.
You will champion a customer-centric, product-led mindset by using data, customer feedback, and repeatable processes to improve outcomes across a large customer segment. This is an all-remote position based in the U.S.
