Customer Success/Engagement Manager (EMEA)

at  Bitwarden

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.

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.

• 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