{"id":1969726,"url":"https://alion.io/job/bitfocus-customer-success-manager","title":"Customer Success Manager","company":{"id":672503,"name":"Bitfocus","domain":"bitfocus.com","url":"https://alion.io/company/bitfocus","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Las Vegas, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":75000,"max":90000,"currency":"USD","period":"year","gross":null,"usd_annual":90000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false}],"status":"live","first_seen_at":"2026-10-06T17:47:47Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-18T05:29:28Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"About Bitfocus\nAt 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.\nWe'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.\nIf 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.\nWe 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.\nAbout the role\nAs 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.\nAbout the Customer Success team\nCustomer 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.\nTeam leadership and performance management\n\nStrategic customer relationship ownership\n\nCustomer lifecycle management: onboarding, health checks, escalations\n\nRetention and expansion strategy in partnership with Growth\n\nCustomer data and account health monitoring in HubSpot\n\nWhat you'll do\nLead a team of three. Own workload distribution, priority-setting, and day-to-day performance for the Customer Success team.\n\nCoach and develop your team. Provide regular feedback and professional development support that helps your team grow into stronger customer partners.\n\nBuild 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.\n\nOwn the customer lifecycle. Define and manage onboarding, health checks, and escalations so every touchpoint feels intentional.\n\nRead 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.\n\nPartner on growth. Work with the Growth team to execute upsell campaigns and identify expansion opportunities within existing accounts.\n\nKeep the data honest. Maintain and enforce data hygiene standards in HubSpot, so the team's reporting can be trusted.\n\nRepresent Customer Success cross-functionally. Bring your team's perspective into planning and strategy conversations with Growth, Product, and Professional Services.\n\nBuild 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.\n\nYou'll know you're succeeding when...\nYour team's retention rate is strong, and account health issues get caught and addressed before they become churn.\n\nCustomers describe Bitfocus as a strategic partner, not a vendor, and you have the feedback and advocacy to back it up.\n\nYour team is visibly growing - stronger performance, more ownership, better coaching conversations.\n\nUpsell and renewal work with the Growth team is producing measurable revenue results.\n\nCustomers are expanding beyond just HMIS and using Clarity as the system of record for everything related to the homelessness response.\n\nCross-functional partners see your team as easy and reliable to work with.\n\nWhat you bring\nPeople management experience. 2-3 years managing and developing a team, including performance management and coaching.\n\nCustomer 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.\n\nA partner mindset. You see customer relationships as strategic, not transactional, and you build trust accordingly.\n\nData fluency. You use account health data to drive decisions and prioritize outreach, not just to report on what already happened.\n\nCross-functional comfort. You collaborate naturally with Growth, Product, and Professional Services toward shared outcomes.\n\nIndependent judgment. You identify problems and build solutions with minimal direction.\n\nNice to have\nExperience working in or with the homelessness response sector, social services, or a related public sector field.\n\nFamiliarity with Clarity Human Services or other HMIS platforms.\n\nExperience in a high-growth SaaS company or technology startup.\n\nKnowledge of homelessness response policy or program models at the local or national level.\n\nA track record of building relationships with senior-level stakeholders and executive contacts.\n\nComfort with AI and emerging tools, and a habit of staying current as they evolve.\n\nWhy Bitfocus\nWe invest in your health, growth, and life outside of work:\nExceptional culture, real mission. Join a team that leads with care and is genuinely committed to getting this work right.\n\nComprehensive 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.\n\nMental health support. A confidential Employee Assistance Program plus in-network therapy options.\n\nGenerous parental leave. 12 weeks paid, for growing families.\n\nReal time to recharge. Three weeks paid vacation, two paid volunteer days, and a paid R&R Week at year-end.\n\nRetirement match. 401(k) with a 4% company match.\n\nRemote-life stipends. Monthly phone/internet and home office stipends to help you do your best work from wherever you are.\n\nWellness programming. Year-round physical, emotional, financial, and social wellness resources through our EmpowerLinc program.\n\nA path forward. Defined career growth plans for every role.\n\nOptional extras. Voluntary pet and legal insurance.\n\nCompensation\nWe'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.\nThe targeted base salary range for this role is $75,000 - $90,000, which includes variable compensation (bonus) eligibility with a target of $7,000. This role is also eligible for a competitive commission plan, bringing total On-Target Earnings (OTE) potential to $50,000 - $125,000.\nRemote work\nBitfocus 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.\nEqual opportunity\nBitfocus 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.\nA note on AI use during hiring\nWe 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.\nA note on your security\nTo 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.\nA note on timing\nApplications will be reviewed on a rolling basis. 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