Customer Success Manager
About The Position
As Customer Success Manager, you'll lead a team of three Account Managers, owning team performance, customer lifecycle management, and the delivery of exceptional service across our customer base. Central to this role is building deep, strategic relationships with customers; positioning Bitfocus not merely as an HMIS vendor, but as a trusted partner in advancing their mission to address homelessness. You'll play a key role in elevating Bitfocus's reputation and influence in the field by making sure customers are supported, successful, and engaged as long-term partners. This role sits on our Customer Success career track, with room to grow into a greater scope as you build your team and your track record. Customer Success is responsible for ensuring Bitfocus customers are supported, successful, and engaged as long-term partners throughout their entire lifecycle with us. We work closely with Growth, Professional Services, and Product to keep every customer touchpoint cohesive.
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.
- A partner mindset. You see customer relationships as strategic, not transactional, and you build trust accordingly.
- Data fluency. You use account health data to drive decisions and prioritize outreach, not just to report on what already happened.
- Cross-functional comfort. You collaborate naturally with Growth, Product, and Professional Services toward shared outcomes.
- Independent judgment. You identify problems and build solutions with minimal direction.
Nice To Haves
- 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.
- 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.
Benefits
- 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.
- Mental health support. A confidential Employee Assistance Program plus in-network therapy options.
- Generous parental leave. 12 weeks paid, for growing families.
- Real time to recharge. Three weeks paid vacation, two paid volunteer days, and a paid R&R Week at year-end.
- Retirement match. 401(k) with a 4% company match.
- Remote-life stipends. Monthly phone/internet and home office stipends to help you do your best work from wherever you are.
- Wellness programming. Year-round physical, emotional, financial, and social wellness resources through our EmpowerLinc program.
- A path forward. Defined career growth plans for every role.
- Optional extras. Voluntary pet and legal insurance.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
