Bitwarden

Customer Engagement Manager – EMEA

Bitwarden

contract

Posted on:

Location Type: Remote

Location: Anywhere in Europe

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About the role

  • 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.
Benefits
  • 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.
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
onboarding proceduresaccount development planscustomer health monitoringanalyticsQuarterly Business Reviewsdata insightsusage metricsadoption trendscustomer journey managementproactive measures
Soft Skills
user successempathyinterpersonal skillstrust buildinganalytical approachflexibilitycommunication skillspresentation skillscollaborationuser-focused mindset