Bitfocus - Customer Success Manager
Requirements
• People management experience. 2–3 years managing and developing a team, including performance management and coaching. • Customer success background. 2–3 years in a customer success, account management, or client services role in a SaaS environment, including ownership of lifecycle touchpoints like onboarding, renewals, and escalations. • Customer success background. • A partner mindset. You see customer relationships as strategic, not transactional, and you build trust accordingly. • A partner mindset. • Data fluency. You use account health data to drive decisions and prioritize outreach, not just to report on what already happened. • Data fluency. • Cross-functional comfort. You collaborate naturally with Growth, Product, and Professional Services toward shared outcomes. • Cross-functional comfort. • Independent judgment. You identify problems and build solutions with minimal direction. • Independent judgment. • Experience working in or with the homelessness response sector, social services, or a related public sector field. • Familiarity with Clarity Human Services or other HMIS platforms. • Experience in a high-growth SaaS company or technology startup. • Knowledge of homelessness response policy or program models at the local or national level. • A track record of building relationships with senior-level stakeholders and executive contacts. • Comfort with AI and emerging tools, and a habit of staying current as they evolve.
Responsibilities
• Lead a team of three. Own workload distribution, priority-setting, and day-to-day performance for the Customer Success team. • Lead a team of three. • Coach and develop your team. Provide regular feedback and professional development support that helps your team grow into stronger customer partners. • Coach and develop your team. • Build strategic customer relationships. Serve as a senior point of contact for key accounts, positioning Bitfocus as a trusted partner rather than just an HMIS vendor. • Build strategic customer relationships. • Own the customer lifecycle. Define and manage onboarding, health checks, and escalations so every touchpoint feels intentional. • Own the customer lifecycle. • Read the risk before it's a crisis. Monitor account health data to catch churn risk early, and judge which accounts need your personal attention versus your team's. • Read the risk before it's a crisis. • Partner on growth. Work with the Growth team to execute upsell campaigns and identify expansion opportunities within existing accounts. • Partner on growth. • Keep the data honest. Maintain and enforce data hygiene standards in HubSpot, so the team's reporting can be trusted. • Keep the data honest. • Represent Customer Success cross-functionally. Bring your team's perspective into planning and strategy conversations with Growth, Product, and Professional Services. • Represent Customer Success cross-functionally. • Build and share domain expertise. Develop subject-matter expertise in Clarity and the homelessness response field, and represent it externally, through field conversations, conferences, or customer-facing thought leadership, as assigned. • Build and share domain expertise. • You'll know you're succeeding when... • Your team's retention rate is strong, and account health issues get caught and addressed before they become churn. • Customers describe Bitfocus as a strategic partner, not a vendor, and you have the feedback and advocacy to back it up. • Your team is visibly growing - stronger performance, more ownership, better coaching conversations. • Upsell and renewal work with the Growth team is producing measurable revenue results. • Customers are expanding beyond just HMIS and using Clarity as the system of record for everything related to the homelessness response. • Cross-functional partners see your team as easy and reliable to work with.
Benefits
• We invest in your health, growth, and life outside of work: • Exceptional culture, real mission. Join a team that leads with care and is genuinely committed to getting this work right. • Exceptional culture, real mission. • Comprehensive healthcare. 100% employer-paid medical, dental, and vision coverage for employees, including free virtual medical and mental health visits through Healthiest You regardless of plan enrollment. • Comprehensive healthcare. • Mental health support. A confidential Employee Assistance Program plus in-network therapy options. • Mental health support. • Generous parental leave. 12 weeks paid, for growing families. • Generous parental leave. • Real time to recharge. Three weeks paid vacation, two paid volunteer days, and a paid R&R Week at year-end. • Real time to recharge. • Retirement match. 401(k) with a 4% company match. • Retirement match. • Remote-life stipends. Monthly phone/internet and home office stipends to help you do your best work from wherever you are. • Remote-life stipends. • Wellness programming. Year-round physical, emotional, financial, and social wellness resources through our EmpowerLinc program. • Wellness programming. • A path forward. Defined career growth plans for every role. • A path forward. • Optional extras. Voluntary pet and legal insurance. • Optional extras. • We're committed to competitive, equitable pay. Compensation bands reflect market data for comparable roles in and adjacent to the HMIS industry, adjusted for the specialized nature of our work. Target pay is set at the midpoint of the band, and where you land depends on your experience, skills, and the complexity you bring to the role. Compensation is not location-based. • The targeted base salary range for this role is $75,000 – $90,000, which includes variable compensation (bonus) eligibility with a target of $7,000. This role is also eligible for a competitive commission plan, bringing total On-Target Earnings (OTE) potential to $50,000 – $125,000. • Remote work • Bitfocus is a fully distributed team, and this role is remote. You'll need a reliable internet connection and a workspace where you can focus and take calls without interruption. We provide a monthly stipend to help cover your internet and phone costs, plus a home office stipend when you join, so you're set up to succeed from day one. • Equal opportunity
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