Brandon Hafler
Head of Global Accounts at Bitwarden
- Role
- Head of Global Accounts at Bitwarden
- Location
- New York, NY, US
- LinkedIn followers
- 500 followers
About Brandon Hafler
I am a seasoned sales and customer success executive with a proven track record of leading global departments to drive new business deals, grow expansion revenue, and reduce churn in the SaaS and cybersecurity industries. My expertise lies in building and leading high-performing teams, designing data-driven frameworks, and optimizing operational processes to achieve measurable return on investment (ROI) for stakeholders and customers. Skilled in implementing retention frameworks, customer engagement initiatives, and health scoring models, I have consistently delivered measurable Net Revenue Retention (NRR) and Customer Satisfaction (CSAT) growth. I am adept at developing talent and cultivating high-performing teams that consistently exceed Key Performance Indicators (KPIs). I excel at communicating across diverse audiences, from engineers to executive stakeholders, and leveraging my industry knowledge to deliver clear strategies that enhance customer retention and satisfaction. Key Highlights: Increased Annual Recurring Revenue (ARR) from $7M to $61M by designing empirical frameworks and predictive analytics to optimize upsell, cross-sell, and retention initiatives, fueling the company\'s evolution from startup to IPO Built advanced health scoring models leveraging machine learning and customer intelligence to identify engagement and risk factors, improving the Customer Retention Rate (CRR) from 76% to 94% over 12 months Established a structured post-sale customer journey, creating comprehensive playbooks for retention, adoption risk management, and onboarding to ensure consistent execution across teams, achieving a Gross Revenue Retention (GRR) of 96% Currently, I lead the Global Accounts team at Bitwarden, focusing on post-sales lifecycle management, customer engagement, and operational excellence. I bring a unique blend of customer success leadership, business development, and technical acumen to help organizations navigate challenges and unlock growth opportunities. Expertise: Customer Success Leadership | Strategic Account Management | Customer Retention Strategies | Team Development and Coaching | SaaS Customer Lifecycle Management | Cross-Functional Collaboration | Executive Stakeholder Engagement | Customer Experience (CX) Optimization Technology Stack: Salesforce | ChurnZero | Zendesk | Looker | Microsoft Office Suite | Google Workspace
Experience
Head of Global Accounts
Apr 2025 — Present · New York, NY, US
Education
The Johns Hopkins University
Bachelor's degree
2013 — 2017
Pine Crest School
High School Diploma
2009 — 2013
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