Customer Success Manager - EMEA Mid-market

The Customer Success Manager - EMEA Mid‑market at Bitwarden is the champion of client advocacy across Europe, the Middle East and Africa, driving adoption of our industry‑leading security platform for fast‑growing mid‑market organisations. In this high‑visibility role you will own the end‑to‑end customer journey—from onboarding to renewal—ensuring every client realises the full value of Bitwarden’s password‑management and zero‑trust solutions. Your work directly fuels revenue growth, reduces churn, and positions Bitwarden as the trusted security partner in a rapidly expanding market. Reporting to the Director of Customer Success, you will collaborate with sales, product, and engineering to shape product roadmaps and influence go‑to‑market strategies, while building a pipeline of future leaders within the EMEA success team. This position offers a clear path to senior leadership, giving you the chance to scale your impact as Bitwarden expands its footprint across the region.

- Own the full lifecycle of mid‑market accounts in London, UK and the wider EMEA region, driving adoption, expansion and renewal targets.
- Conduct strategic business reviews and health checks, translating usage data into actionable insights that boost customer satisfaction and product ROI.
- Serve as the voice of the customer, partnering with product and engineering to prioritize feature requests and resolve security‑critical issues.
- Develop and execute tailored engagement plans, including training sessions, webinars, and advocacy programs that turn satisfied users into brand ambassadors.
- Lead cross‑functional initiatives to streamline onboarding, reduce time‑to‑value, and improve Net Promoter Score (NPS) across the portfolio.
- Mentor junior success managers and contribute to the creation of best‑practice frameworks, fostering a collaborative, data‑driven culture.
- Report on key metrics—churn, expansion revenue, health scores—to senior leadership, providing transparent visibility into regional performance.

Joining Bitwarden means becoming part of a purpose‑driven security company that values transparency, innovation, and a customer‑first mindset. Our London office thrives on a fast‑paced, inclusive culture where every voice shapes the product that protects millions worldwide. You’ll benefit from continuous learning programs, mentorship from industry veterans, and the chance to work with cutting‑edge zero‑trust technology at a time when cybersecurity talent is in high demand. Bitwarden’s rapid growth offers you a platform to accelerate your career, influence regional strategy, and make a tangible difference in safeguarding digital identities. If you’re passionate about turning complex security challenges into seamless customer experiences, this is the unique opportunity to elevate your impact as a Customer Success Manager - EMEA Mid‑market at Bitwarden.