Remote Customer Success Lead | Strategic Partnerships

Bitfocus; United States; Remote; USD 75.000 - 90.000; Vollzeit

Benefits dieser Stelle

Comprehensive healthcare

Mental health support

Parental leave (12 weeks)

Paid vacation (3 weeks)

Volunteer days (2)

R&R Week at year-end

401(k) match (4%)

Remote-life stipends

Wellness programs

Career growth plans

Pet and legal insurance (voluntary)

Zusammenfassung

Bitfocus is hiring a remote Customer Success Manager to lead a small team of Account Managers, owning performance, onboarding, health checks, and escalations. You will build strategic relationships with key accounts and position Bitfocus as a trusted partner in advancing homelessness services.

This role sits on a growth-focused, cross‑functional team with opportunities to expand responsibilities. You’ll drive data-informed decisions, collaborate with Growth, Product, and Professional Services,

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

People management

Customer success

Partner mindset

Data fluency

Cross-functional collaboration

Independent judgment

Jobbeschreibung

Bitfocus is hiring a remote Customer Success Manager to lead a small team of Account Managers, owning performance, onboarding, health checks, and escalations. You will build strategic relationships with key accounts and position Bitfocus as a trusted partner in advancing homelessness services.

This role sits on a growth-focused, cross‑functional team with opportunities to expand responsibilities. You’ll drive data-informed decisions, collaborate with Growth, Product, and Professional Services,