Head of Global Accounts

Bitwarden is the trusted identity security leader for millions of users worldwide, empowering enterprises, developers, and individuals to manage and share sensitive information anywhere securely. Bitwarden makes it easy for all users to extend robust security across their devices with password management, secrets management, and passwordless and passkey innovations. The company is headquartered in Santa Barbara, California. Learn more at bitwarden.com. 

As the Director of Global Account Management, your primary focus will be on customer health, product adoption, and client satisfaction with Bitwarden’s solutions. You will be responsible for tracking and proactively reporting on Annual Recurring Revenue (ARR) retention and expansion. Collaboration with internal teams will be essential to ensure a top-tier customer experience. You will lead a team dedicated to increasing adoption within existing accounts and identifying expansion opportunities. Building long-term, trusted client relationships will be critical to your success.

This is an all-remote team, and we’re looking for someone in the U.S. We do not currently offer visa sponsorship. 

RESPONSIBILITIES

• Build and lead a team of Customer Engagement Managers focused on enhancing client satisfaction, onboarding, training, product adoption, revenue retention, and revenue generation.
• Develop and maintain account health scorecards and success dashboards to proactively identify successful and at-risk Bitwarden customers.

Account Management & Customer Engagement:

• Develop Account Business Plans (ABPs) to drive growth while reducing the risk of customer churn and down-sell. The ABPs will include timelines for contract renewals, customer retention activities, and expansion of Bitwarden’s product offerings.
• Provide regular proactive reports to Bitwarden’s Executive Suite on customer health, adoption trends, and customer success stories.
• Develop account-specific standard onboarding procedures with Bitwarden customers to ensure proper adoption and integration.
• Maintain and update CRM data accurately to reflect client activities and business opportunities.

Cross-Functional Responsibilities:

• Collaborate with Service Delivery and Operations teams to deliver a seamless customer experience that meets client needs.
• Work with Customer Support to ensure effective and efficient ticket resolution.
• Interface with product and engineering teams to provide critical product feedback regarding feature requests, bug fixes, and product roadmap.
• Coordinate with Sales Executives to pursue new business opportunities and expand Bitwarden’s presence within existing accounts.  Identify and assist in capturing cross-sell, upsell, and add-on business opportunities.
• Overall – proactively leverage all Bitwarden internal resources when needed to ensure customers’ successful experience with the product and service.

WHAT TO EXPECT IN THE INTERVIEW PROCESS

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

• Meeting with our Recruiting Manager
• Interview with our Chief Sales Officer
• Interview/s with team members
• Interview with the CEO
• Reference calls

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 worldwide and participate 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. 

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