Customer Success Manager - EMEA Mid-market

Bitwarden is hiring a Customer Success Manager to promote customer adoption, satisfaction, and retention while helping grow its customer base. The role oversees the customer journey, develops engagement and growth plans, monitors customer health, and collaborates across teams to improve customer outcomes.

Responsibilities:

• Oversee the entire customer journey from onboarding through renewal, ensuring practices that maximize usage across all product segments
• Develop standard onboarding procedures (SOPs) to accelerate time-to-value and deepen engagement
• Collaborate with customers to create account development plans (ADPs) outlining objectives, utilization milestones, and measurable growth targets
• Monitor customer health by leveraging analytics and feedback to detect early warning signs and take proactive measures that prevent churn
• Act as the central liaison between departments, anticipating needs, clarifying priorities, and removing roadblocks to safeguard customer outcomes
• Lead Quarterly Business Reviews (QBRs) that showcase achievements, gather insights on evolving requirements, and reinforce the value of Bitwarden solutions
• Proactively pinpoint expansion opportunities with Account Executives, offering targeted recommendations and account analyses to drive additional revenue
• Collaborate with Product and Engineering teams to incorporate customer insights and observations, shaping feature decisions, influencing roadmap priorities, and ensuring solutions that align with evolving customer needs
• Champion a client-centric, product-driven mindset by continually refining processes, leveraging data insights, and endorsing enhancements that elevate the overall user experience
• Furnish leadership with concise, actionable updates on high-impact customers—spotlighting usage trends, success milestones, and emerging concerns
• Maintain deep expertise in Bitwarden offerings and industry trends, delivering forward-looking counsel to strategic clients

Requirements:

• A passion for user success, ensuring Bitwarden customers excel at every stage of their journey
• Genuine empathy that fosters authentic connections, turning stakeholder needs into actionable plans
• Executive-level interpersonal skills for building trust, forging meaningful alliances, and maintaining a consultative, sales-forward perspective
• An analytical, data-driven approach that leverages usage metrics, feedback, and adoption trends to inform key decisions
• Flexibility in responding to evolving customer demands, collaborating seamlessly with Sales, Product, and other teams
• Direct, transparent communication and compelling presentation skills that instill confidence and clarity
• A commitment to a user-focused, product-led culture, harmonizing solutions with organizational objectives and emerging industry innovations