Digital Customer Success Manager

About the role

This role focuses on a pooled, digital-first approach to customer success rather than managing a fixed list of accounts. You will use data and lifecycle signals to proactively assist business customers with adoption, retention, and expansion.

Key facts

What you'll do

• Manage a queue of accounts based on health scores, usage data, and renewal timelines to prioritize outreach.
• Drive adoption through one-to-many programs, including webinars, office hours, and automated email sequences.
• Assist customers with onboarding, admin configuration, and security setup to ensure they realize product value.
• Execute recovery strategies for at-risk accounts to address adoption blockers and reduce churn.
• Partner with Sales and Account Executives to identify expansion opportunities and support growth conversations.
• Collaborate with Lifecycle Marketing, Product, and Engineering teams to refine customer journeys and improve product features.
• Document repeatable success plays and operational processes to scale the digital coverage model.

Requirements

• Ability to work in a remote environment.
• Note: Visa sponsorship is not provided for this position.

Nice to have

• Experience with CRM, product analytics, or customer success platforms.
• Background in SMB or long-tail customer segments.
• Familiarity with security, IT, identity, or developer-focused software.
• Knowledge of identity concepts like SSO, SCIM, directory sync, and user provisioning.
• Experience creating enablement content, such as playbooks or educational webinars.

Skills & tools

• Data-driven decision making using usage metrics and adoption trends.
• Consultative communication and presentation skills.
• Ability to manage customer health, renewal risk, and account expansion.

Practical notes

• The interview process includes an introduction call, interviews with the Head of Global Accounts and Chief Sales Officer, a case study, and reference checks.
• Compensation is subject to market data, experience, and skill assessment.
• Benefits details are available on the Bitwarden careers page.