Account Manager

Bitfocus•Las Vegas, NV

3h•$49,000 - $95,000•Remote

About The Position

At Bitfocus, we’re building more than software — we’re building solutions that help end homelessness and transform communities. As a mission-driven team, we strive to live by our core values - we lead with care, innovate with insider knowledge, and celebrate the power of community in everything we do. We take pride in our work, support one another, and embrace smart risks that drive meaningful impact. We value authenticity, curiosity, and growth — and we believe work should be both purposeful and enjoyable. Everyone at Bitfocus plays a role in creating an 11-star experience for our customers. If you're passionate about using your skills to make a difference, we’d love to have you on the team. We hope you consider bringing your talent and drive, and join us in helping end homelessness! We are seeking a highly motivated and experienced Account Manager to join our Customer Success team. The successful candidate will be responsible for driving strategic, long-term partnerships with key customers, ensuring ongoing satisfaction, growth, and retention. The role requires building deep, executive-level relationships that align community priorities with Bitfocus solutions—proactively identifying, scoping, and qualifying opportunities for expansion. Success is measured by leading strategies that grow and sustain our customers and partnering with cross-functional teams to ensure their needs are being met.. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, veteran status, or disability. THIS IS A FULLY REMOTE, FULL-TIME POSITION - SUCCESSFUL CANDIDATES WILL BE REQUIRED TO WORK FROM HOME. Compensation: We are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including skills, qualifications, and professional experience, which can cause your compensation to vary. The targeted Base Salary Range for this role is $49,000 - $95,000, which includes variable compensation (bonus) eligibility. This position is also eligible for a competitive variable compensation (commission) plan, bringing the On-Target Earnings (OTE) potential to a range of $95,555 to $141,555. Most candidates join us at the lower half of the base salary range to leave room for substantial growth, learning, and development within the role. Candidate AI Usage Policy: At Bitfocus, we are committed to fostering a hiring process that reflects each candidate’s unique skills, experience, and perspective. To support a fair and authentic evaluation process, the use of artificial intelligence (AI) tools to generate or assist with responses is not permitted during any stage of the interview process. This includes live interviews (in-person or virtual), as well as take-home assessments, test projects, and work samples. We understand that some candidates may require accommodations that involve the use of AI. If you require such an accommodation, please contact us in advance at [email protected]. We are committed to providing reasonable accommodations and ensuring that every candidate has an equitable opportunity to succeed. Remote Work Setup Requirements To ensure a productive, secure, and high-quality work environment, all employees must have the following workspace setup before their first day day at Bitfocus: Private & Secure Workspace Dedicated Space: You must have a private, quiet, and secure room that is free from distractions, background noise. Internet Connection & Equipment Reliable Provider: Your internet connection must be high-speed and reliable (e.g., Cable, DSL, or Fiber Optic). Minimum Performance Standards: Your wired connection must meet or exceed the following speed and latency requirements (You can run a speed test here): Download Speed: 50 Mbps Upload Speed: 20 Mbps Latency (Ping): 50 ms or less About the Customer Success Team: The Customer Success team is responsible for account growth and retention. They build long-term, strategic partnerships with communities that maximize the impact of their data systems. We serve as trusted advisors and thought partners, leveraging data and established best practices to continually discover new ways to add value and support our shared mission to end homelessness. The team cultivates strong, trusted relationships across all levels of the customer organization, including executive and administrative stakeholders, to champion HMIS and proactively identify opportunities to expand its local impact.

Requirements

Strategic Relationship Building: Strong interpersonal skills with the ability to engage, influence, and build trust with executives, administrators, and frontline staff.
Business Acumen & Growth Mindset: Ability to align customer goals with Bitfocus solutions and proactively identify and qualify opportunities for contract growth.
Structured Communication: Exceptional written and verbal skills, able to distill complex technical and business concepts for diverse audiences.
Adaptability & Autonomy: Ability to thrive in a fast-paced environment, managing multiple priorities and contract complexities, operating as a motivated self-starter who achieves results under pressure.
Collaboration: Proven success working cross-functionally with internal teams and external partners.
Customer-Centered Mindset: Deep empathy and understanding of customer needs, with a passion for helping communities end homelessness.
Industry Knowledge: Familiarity with HMIS, homeless services, or human services systems strongly preferred.
You have extensive experience in a client-facing or account management role (1+ years is the minimum requirement; technology or social services experience is a plus).
You are business savvy with consultative, problem-solving, and issue-resolution skills.
You possess strong negotiation skills, are comfortable navigating financial conversations, and have a comprehensive understanding of general business operations, contracts, and financial principles.
It’s easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation.
You possess technical aptitude and the ability to learn new software tools and platforms quickly.
You are curious and comfortable adapting to new technologies, utilizing, and staying up to date with AI and emerging solutions.

Nice To Haves

Experience working with HubSpot or equivalent Customer Relationship Management (CRM) software is a plus.

Responsibilities

Build and maintain strong multi-threaded relationships across customer organizations, including executive, administrative, and frontline stakeholders.
Serve as a trusted advisor and thought partner to each assigned account, regularly engaging customers to understand their long-term goals and aligning them with the necessary Bitfocus resources to achieve them.
Serve as a trusted advisor and thought partner to each assigned account, regularly engaging customers to understand their long-term goals and aligning them with the necessary Bitfocus resources to achieve them.
Lead engagement with executive and decision-maker stakeholders, including travel to customer sites for high-value meetings.
Represent Bitfocus with professionalism, thought leadership, and strategic guidance at the highest levels of customer organizations.
Develop and execute proactive, multi-year success strategies for assigned accounts, centering on each community’s unique needs, priorities, and approach.
Drive growth in contract value through upsells, renewals, and expansion opportunities by uncovering, scoping, and qualifying opportunities where customers can use more Bitfocus products and services.
Conduct structured Executive Business Reviews, monitor satisfaction and survey feedback, and ensure ongoing value realization.
Promote customer adoption of the platform, ensuring they fully leverage Bitfocus solutions.
Collaborate with Community Administration teams and other internal partners to administer contracts and ensure seamless delivery across the full scope of a customer’s relationship with Bitfocus, partnering with all internal teams to solve for the customer.
Represent the voice of the customer internally, ensuring product, services, and support teams deliver on customer needs.
Manage escalations with urgency, professionalism, and coordination across teams.
Understand technical roadblocks, core integrations, and make strategic recommendations on solution implementation to overcome them.
Operate with a high degree of autonomy in managing your ‘book of business,’ balancing proactive strategic work with reactive support needs.
Excel at translating complex challenges into structured strategies, presentations, and action plans.
Maintain strong knowledge of Bitfocus products, data analysis tools, HUD/Federal guidance, and community homeless response systems.
Apply insights to customer challenges, helping communities use Clarity Human Services as both their primary care coordination platform and single source of truth for client data.