About the role

Role Overview

The Digital Customer Success Manager will support Bitwarden’s growing base of business customers using a scaled, pooled coverage model (not a fixed book of business). Using product usage data, customer health scores, lifecycle signals, and renewal timing, you’ll drive proactive outreach and human intervention where it has the most impact.

Responsibilities

Operate a pooled Digital Customer Success motion for business customers using health scores, usage data, renewal timing, and account signals.
Maintain and manage a health-score-based customer queue to identify:
- stalled adoption / low usage
- upcoming renewals and churn risk
- expansion potential
Proactively engage priority customers via email, calls, webinars, office hours, and other scaled channels to drive adoption and measurable value.
Support customers through adoption milestones, including:
- onboarding and user activation
- admin setup and rollout completion
- security configuration
- continued product engagement
Run targeted recovery plays for at-risk customers by diagnosing adoption blockers and defining next steps to improve usage and renewal outcomes.
Partner with Lifecycle Marketing to improve:
- automated email sequences and customer journeys
- renewal nudges and onboarding communications
- one-to-many adoption programs
Collaborate with Product and Engineering to share customer insights and influence improvements related to adoption, retention, and customer experience.
Work with Sales and Account Executives to identify expansion-ready accounts and support renewal/growth conversations.
Track and report on customer health, queue coverage, renewal risk, and program impact; provide concise updates to leadership.
Document repeatable plays, customer patterns, and operational processes to scale the digital Customer Success motion.
Maintain strong product and security domain expertise and deliver practical guidance to customers at scale.

Requirements

Strong customer-centric, product-led mindset; use data and repeatable processes to improve outcomes across a broad customer segment.

Nice to Have

Experience with Customer Success platforms, CRM tools, lifecycle marketing tools, or product analytics.
Customer Success experience (additional details were cut off in the posting).

About Bitwarden

Bitwarden is a company in the identity security space, trusted by millions of users worldwide to manage and share sensitive information securely. It provides password management, secrets management, and passwordless/passkey innovations, helping users and enterprises extend strong security across devices.