Customer Success Manager

This is a fully remote position, open to applicants in Nevada.

📋 Description

• Lead a team of three, managing workload distribution, setting priorities, and overseeing daily performance.

• Provide coaching and support for team members through consistent feedback and professional development initiatives.

• Establish strategic relationships with key clients as a primary point of contact.

• Take charge of customer onboarding, health assessments, escalations, and the overall customer lifecycle.

• Monitor account health metrics, identify risks of churn, and prioritize account management efforts.

• Collaborate with the Growth team on upsell campaigns and opportunities for expansion.

• Ensure and uphold data hygiene standards within HubSpot.

• Represent Customer Success in strategic planning discussions with Growth, Product, and Professional Services.

• Develop expertise in Clarity Human Services and the domain of homelessness response.

• Act as a representative for Bitfocus in external engagements, including field discussions, conferences, and customer-facing thought leadership.

• Drive customer retention, advocacy, team development, renewal and upsell achievements, and cross-functional collaboration.

⛳️ Requirements

• 2–3 years of experience in managing and developing a team, including performance management and coaching.

• 2–3 years in customer success, account management, or client services within a SaaS environment.

• Proven experience in managing lifecycle touchpoints such as onboarding, renewals, and escalations.

• Ability to utilize account health data to inform decisions and prioritize outreach efforts.

• Strong collaboration skills with Growth, Product, and Professional Services teams.

• Capability to identify challenges and develop solutions with minimal guidance.

• Preferred: experience in or with homelessness response, social services, or related public sector fields.

• Preferred: familiarity with Clarity Human Services or other HMIS platforms.

• Preferred: experience in a high-growth SaaS company or technology startup.

• Preferred: knowledge of homelessness response policies or program models.

• Preferred: established relationships with senior-level stakeholders and executive contacts.

• Preferred: comfort with AI and emerging technologies.

🏝️ Benefits

• 100% employer-paid medical, dental, and vision insurance for employees.

• Complimentary virtual medical and mental health consultations through Healthiest You, regardless of enrollment in any plan.

• Confidential Employee Assistance Program and access to in-network therapy services.

• 12 weeks of paid parental leave.

• Three weeks of paid vacation.

• Two paid volunteer days.

• Paid Rest and Relaxation Week at year-end.

• 401(k) plan with a 4% company match.

• Monthly stipend for phone and internet expenses.

• Stipend for home office setup.

• Access to resources for physical, emotional, financial, and social wellness through EmpowerLinc.

• Defined career development plans for every position.

• Optional pet and legal insurance.

• Annual bonus with a target of $7,000.

• Team-based commission structure.