[Remote] Customer Success Manager

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.

Company Overview