Bitwarden promotes better internet security and safety as the leading open source password management solution for individuals, teams, and business organizations. Our philosophy about security is that “we are all in this together” – and so we offer a full-featured version of Bitwarden entirely free so that everyone can be protected with strong password management. We provide enterprise-grade solutions to some of the largest companies in the world, delivering innovation in the identity and authentication market. Read more on the Bitwarden blog.

This is a unique role that will sit at the intersection of marketing, customer success, and sales. As Customer Retention Manager at Bitwarden, you are passionate about driving customer loyalty. You will build and execute a comprehensive post-purchase program that encompasses customer retention, renewal, and engagement. Key deliverables include developing email marketing  programs for smooth and comprehensive adoption, and improving customer retention, renewal, and upgrade opportunities.

This role will require someone who can build cross-functional relationships, work with customer success and sales, teams, and create an optimal customer lifecycle journey to deliver business growth.

CORE RESPONSIBILITIES 

• Develop resources and materials to fuel ongoing customer outreach to the Bitwarden customer base:
  • New customers during their first 12 months of using Bitwarden – creating regular email touchpoints that help build loyalty and retention.
  • Top, long-standing customers – creating regular email touchpoints to ensure customers have what they need for successful product adoption.

• Conduct direct email outreach to respond to customer churns, help identify patterns, metrics, and lay the groundwork for a systematic approach to reducing future churn.
• Work closely with sales expansion to identify customers on the verge of renewal or uncover opportunities for expansion.
• Plan customer email marketing calendar and executions for the customer base in close collaboration with marketing operations.
• Customer feedback: Create feedback loops for the Bitwarden customer base to gather productive feedback to help refine loyalty and retention strategies.
• Work with marketing and sales operations to determine key metrics of customer health; create customer health dashboard to help determine which customers are healthy or at-risk.

This is an all-remote team and we are looking for someone able to work in the North American time zone.

WHAT YOU BRING TO BITWARDEN

We’re looking for someone with demonstrated experience in customer lifecycle marketing, including customer adoption, nurture, and retention programs.

You have a history of launching end-to-end customer marketing programs within various channels including email, advertising, and webcasts. Knowledge and proficiency in CRM and marketing automation technologies are a plus.

You’re a natural communicator and an excellent writer, able to develop post-purchase marketing programs and create compelling messages that help customers deploy, manage, and use Bitwarden. You make each engagement easy and high value for the customer.

An understanding of basic security concepts and practices, and a willingness to learn the nuts and bolts of how our products function to protect users from a security point of view.

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 senior director of product marketing
• Interview/s with team members
• Reference calls
• Interview with CEO

Successful candidates will be asked to authorize and complete a background check. We do not discriminate based on having a criminal record, and we encourage candidates to be open with us about anything that may come up on the report, so we can discuss in advance and determine impact on the role and company.

A FEW REASONS TO WORK WITH US

• Our user community loves us and we love them. Come to work each day with a sense of purpose as we bring a more secure internet experience to everyone from our 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.
• We are 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 our #growth-club to continue personal and professional development.

We recognize and understand 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.