Customer Retention Marketing Manager at Bitwarden

Bitwarden empowers enterprises, developers, and individuals to securely store and share sensitive data. With a transparent, 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 supported by a passionate global community of security experts and enthusiasts.

As our customer retention marketing manager, you will build successful customer onboarding experiences and journeys, lead customer programs that drive advocacy, loyalty, and retention. Collaborating closely with customer success engagement, sales, and growth teams, you will help identify successful customer use cases and stories across segments, industries, and products. 

RESPONSIBILITIES

• Onboarding and retention at scale
• Design and implement customer programs including customer events, advisory boards, loyalty programs, speaking opportunities, thought leadership, and digital content. 
• Build, develop and nurture marketing relationships with Bitwarden customers across segments, industries, and products. 
• Partner with customer success engagement team to build onboarding programs and materials. 
• Partner with the sales team to build a pipeline of referenceable customers globally. 
• Foster relationships with stand-out customer accounts to capture impactful stories for use by marketing (case studies, testimonials, media interviews and quotes, video and more)
• Work closely with the growth team to optimize current campaigns (12 month journey, user onboarding, and more)

WHAT YOU BRING TO BITWARDEN

• Minimum 5 years of customer marketing or customer retention marketing experience at high growth B2B technology companies. Being a part of a product led growth company is a plus
• Possess strong communication skills with a deep understanding of customer behavior
• Ability to build and maintain strong customer engagement across the customer lifecycle
• Understand how your programs lead to customer retention, referrals, and adoption  – how to measure and analyze the effectiveness of these programs
• Passionate about writing, editing, and proofreading with a strong attention to detail
• Working familiarity with HubSpot or similar CRM system
• Experience architecting and executing holistic retention strategies across the customer lifecycle
• Samples of public work on websites or blogs of your choosing
• Exceptional communication and interpersonal skills, with the ability to collaborate and drive consensus across multiple teams and functions
• Entrepreneurial spirit with the ability to work through ambiguity and infuse strategic thinking across levels

WHAT TO EXPECT IN THE INTERVIEW PROCESS

Selected candidates will be invited to schedule a 30-minute screening call and then progress through the following stages: 

• Interview with Senior Director of Marketing
• Interview with Chief Customer Officer
• Interview with CEO
• References

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 an incredible team. Work remotely with motivated and innovative team members and take part in productive and fun meetups.
• Learn and grow. Take on new challenges with the support of your team.

A note to outside sourcers: we do not accept solicitations from recruiters, recruiting agencies, headhunters, or outsourcing organizations and request to be removed from all such contact lists.