Customer Success Manager

At Bitfocus, our mission is simple but ambitious: help end homelessness. We do that by building and supporting Clarity Human Services, the technology that powers communities across the country in their work to connect people experiencing homelessness with the resources they need.

We're a team that leads with care, innovates with insider knowledge, and believes deeply in the power of community. We take pride in what we build, support one another through hard problems, and embrace smart risks in service of meaningful impact.

If you're someone who wants your work to matter and wants to grow alongside a team that's genuinely committed to getting this right, we'd love to have you.

We know strong candidates don't always look the same on paper. If you're excited about this role and believe you have what it takes, we'd love to hear from you; we're building a team that reflects the communities we serve.

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.

• Team leadership and performance management

• Strategic customer relationship ownership

• Customer lifecycle management: onboarding, health checks, escalations

• Retention and expansion strategy in partnership with Growth

• Customer data and account health monitoring in HubSpot

• 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.

• 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.

• Your team is visibly growing - stronger performance, more ownership, better coaching conversations.

• Upsell and renewal work with the Growth team is producing measurable revenue results.

• Customers are expanding beyond just HMIS and using Clarity as the system of record for everything related to the homelessness response.

• Cross-functional partners see your team as easy and reliable to work with.

• 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.

• 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.

We invest in your health, growth, and life outside of work:

• Exceptional culture, real mission. Join a team that leads with care and is genuinely committed to getting this work right.

• 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.

We're committed to competitive, equitable pay. Compensation bands reflect market data for comparable roles in and adjacent to the HMIS industry, adjusted for the specialized nature of our work. Target pay is set at the midpoint of the band, and where you land depends on your experience, skills, and the complexity you bring to the role. Compensation is not location-based.

The targeted base salary range for this role is $75,000 – $90,000. This role is also eligible for an annual bonus with a target of $7,000 and a team-based commission plan. Total on-target earnings (base + bonus + commission at target) are $75,000 - $125,000.

Bitfocus is a fully distributed team, and this role is remote. You'll need a reliable internet connection and a workspace where you can focus and take calls without interruption. We provide a monthly stipend to help cover your internet and phone costs, plus a home office stipend when you join, so you're set up to succeed from day one.

Bitfocus is an equal opportunity employer. We don't tolerate discrimination on the basis of gender, age, sexual orientation, race, nationality, ethnicity, religion, disability, or veteran status. We hire and promote based on skills, experience, and potential, and we work to reduce bias at every stage of our process, including through structured interviews. We're also committed to providing reasonable accommodations for candidates with disabilities throughout the hiring process.

We know candidates use AI tools to help prepare applications, and that's okay — we'd just ask that what you submit and say in interviews reflects your own understanding and experience. On our end, a human is always involved in reviewing your application and making hiring decisions; AI may support parts of our process, but it doesn't replace our judgment about who you are and whether this is a good fit.

To protect yourself from recruitment scams: all official communication about this role will come from an @bitfocus.com email address or through our applicant tracking system, Greenhouse. Bitfocus will never ask you for payment, banking details, or sensitive personal financial information as part of our hiring process. If something feels off, reach out to us directly to confirm before responding.

Applications will be reviewed on a rolling basis. To ensure consideration, please apply by November 6, 2026.