Customer Success/Engagement Manager (EMEA)

Bitwarden empowers enterprises, developers, and individuals to securely store and share sensitive information. With a trusted, open-source approach to password management, secrets management, and passwordless and passkey innovations, Bitwarden makes it easy for users to extend robust security practices across all online activities. Founded in 2016 with headquarters in Santa Barbara, California, Bitwarden is embraced by a passionate global community of security experts and enthusiasts. 

Bitwarden truly cares about users and wants them to have the best experience while accessing their sensitive information online. The Bitwarden Customer Success team is responsible for ensuring customer satisfaction and success with Bitwarden products and services. As a representative of Bitwarden values, your primary goal is to promote adoption, ensure user success, as well as retain and grow the customer base while identifying user wants and needs in order to advocate and deliver positive results for them.

This is an all-remote team and we’re looking for someone located in the EMEA region. Until Bitwarden sets up an EMEA headquarters and legal entity, this position will be filled with a full-time contractor.

RESPONSIBILITIES

• Function as a Subject-Matter Expert (SME) for Bitwarden products and services
• Drive adoption, retention and growth guided by the desire to build and maintain strong, long-lasting relationships with top enterprise customers
• Establish customer loyalty from the prospect stages, to active users, to new product deployments
• Develop a deep understanding of customer needs and requirements through conversations and data to provide insights to improve the customer experience
• Collaborate on new strategies to identify and mitigate potential customer churn and proactively improve customer benefits from Bitwarden
• Stay up-to-date with industry trends to continuously and directly contribute to strengthening Bitwarden products and services
• Identify and resolve customer issues or challenges
• Track and report account activity, customer health and journey status
• Foster a customer-focused, product-led growth culture within the organization
• Collaborate with cross-functional teams, such as sales, marketing, and product development

WHAT YOU BRING TO BITWARDEN

• A passion for helping Bitwarden users
• A strong sense of empathy and the ability to advocate for others
• Interpersonal skills: Ability to form good relationships with internal and external  leadership 
• Analytical skills: Strength in evaluating the success of Bitwarden in reaching its goals and ensuring each strategic goal is measurable
• Collaborative and adaptable mindset
• Openness and authenticity combined with excellent communication skills

You have working knowledge and interest in the following areas/technologies:

• Bitwarden
• Windows, macOS, and Linux
• iOS, Android
• Google Workspace
• Jira, Asana
• GitHub
• HubSpot, Freshdesk
• Google Meet, Microsoft Teams, etc.

WHAT TO EXPECT IN THE INTERVIEW PROCESS

Selected candidates will be invited to schedule an introduction call and potentially progress through the following stages:

• Interview with Director of Customer Success
• Interview with Senior Customer Success/Engagement Manager
• Interview with Chief Customer Officer
• Interview with CEO
• Reference calls

A FEW REASONS TO WORK AT BITWARDEN

• The Bitwarden user community loves staying secure and the feeling is mutual. Come to work each day with a sense of purpose and bring a more secure internet experience to everyone from friends and family to the world’s largest organizations.
• Become an expert. You’ll get immersed in the prominent technology markets of security and open source software.
• Bitwarden remains dedicated to building a diverse and talented team. Work remotely with motivated and supportive team members across the world and take part in productive and fun meetups.
• Learn and grow. Take on new challenges with the support of your team, and join the Bitwarden #growth-club to continue personal and professional development. 

The Bitwarden team recognizes and understands that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you don’t meet 100% of the qualifications for the position, you should still consider applying. Diversity of experience and skills combined with passion is a key to innovation and excellence; therefore, we encourage people from all backgrounds to apply. Please let us know if you require accommodations during the interview process.

A note to outside sourcers: Bitwarden does not accept solicitations from recruiters, recruiting agencies, headhunters, or outsourcing organizations. Please remove us from all such contact lists.