Remote Customer Success Manager & Team Lead

Bitfocus, Inc; Las Vegas, Northern (NV, KY); Hybrid; USD 75,000 - 90,000; Full time

Benefits offered by this job

Comprehensive healthcare

Mental health support

Generous parental leave

Remote-life stipends

Vacation and volunteer days

401(k) with company match

Job summary

Bitfocus, a mission-driven software company, seeks a Customer Success Manager to lead a team of three Account Managers, own team performance, and deliver outstanding service across a national customer base addressing homelessness. You will forge deep client relationships and position Bitfocus as a trusted partner in advancing their mission.

In this role, you will own the customer lifecycle from onboarding to renewal, monitor health in HubSpot, and collaborate with Growth and Product to drive

Qualifications

• 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.

Responsibilities

• Lead a team of three and manage workload distribution, priority-setting, and day-to-day performance for the Customer Success team.
• Coach and develop your team with regular feedback and professional development support.
• Build strategic customer relationships as a senior point of contact for key accounts.
• Own the customer lifecycle from onboarding to health checks and escalations.
• Monitor account health data to catch churn risk early and identify accounts needing personal attention.
• Collaborate with Growth to execute upsell campaigns and identify expansion opportunities.
• Maintain data hygiene in HubSpot to ensure trusted reporting.
• Represent Customer Success in cross-functional planning with Growth, Product, and Professional Services.
• Develop domain expertise in Clarity and homelessness response and share externally when assigned.

Skills

People management

Customer success

Data fluency

Cross-functional collaboration

Independent judgment

Partner mindset

Growth mindset

Tools

HubSpot

Clarity Human Services

Job description

Bitfocus, a mission-driven software company, seeks a Customer Success Manager to lead a team of three Account Managers, own team performance, and deliver outstanding service across a national customer base addressing homelessness. You will forge deep client relationships and position Bitfocus as a trusted partner in advancing their mission.

In this role, you will own the customer lifecycle from onboarding to renewal, monitor health in HubSpot, and collaborate with Growth and Product to drive