Role Overview
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.
What You Will Do
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, build strategic customer relationships, own the customer lifecycle, and partner on growth.
Why It Might Be a Fit
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.
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.
Benefits
- Exceptional culture, real mission
- Comprehensive healthcare
- Mental health support
- Generous parental leave
- Real time to recharge
- Retirement match
- Remote-life stipends
- Wellness programming
- A path forward
- Optional extras
To apply for this job please visit job-boards.greenhouse.io.
Follow us on social media