Note: The job is a remote job and is open to candidates in USA. Bitfocus builds and supports Clarity Human Services, technology used by communities responding to homelessness. The Customer Success Manager leads a team of three Account Managers, owns customer lifecycle management and strategic relationships, and partners cross-functionally to support retention, growth, and customer success.
Responsibilities
- Lead a team of three. Own workload distribution, priority-setting, and day-to-day performance for the Customer Success team
- Coach and develop your team. Provide regular feedback and professional development support that helps your team grow into stronger customer partners
- 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
- Own the customer lifecycle. Define and manage onboarding, health checks, and escalations so every touchpoint feels intentional
- 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
- Partner on growth. Work with the Growth team to execute upsell campaigns and identify expansion opportunities within existing accounts
- Keep the data honest. Maintain and enforce data hygiene standards in HubSpot, so the team's reporting can be trusted
- Represent Customer Success cross-functionally. Bring your team's perspective into planning and strategy conversations with Growth, Product, and Professional Services
- 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
Skills
- 2–3 years managing and developing a team, including performance management and coaching
- 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
- You see customer relationships as strategic, not transactional, and you build trust accordingly
- You use account health data to drive decisions and prioritize outreach, not just to report on what already happened
- You collaborate naturally with Growth, Product, and Professional Services toward shared outcomes
- You identify problems and build solutions with minimal direction
- 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
Benefits
- Annual bonus with a target of $7,000
- Team-based commission plan
- Exceptional culture, real mission. Join a team that leads with care and is genuinely committed to getting this work right.
- 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.
- A confidential Employee Assistance Program plus in-network therapy options.
- 12 weeks paid parental leave for growing families.
- Three weeks paid vacation, two paid volunteer days, and a paid R&R Week at year-end.
- 401(k) with a 4% company match.
- Monthly phone/internet and home office stipends.
- Year-round physical, emotional, financial, and social wellness resources through our EmpowerLinc program.
- Defined career growth plans for every role.
- Voluntary pet and legal insurance.
- Fully remote work.
- A monthly stipend to help cover internet and phone costs, plus a home office stipend when you join.
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