Customer Success Manager
New
B
BitfocusHomelessness services software
Location: Las Vegas, Nevada, United States; this role is remote.Full-TimeManager
SalaryThe 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.
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Job Details
- Experience
- 2–3 years managing and developing a team; 2–3 years in a customer success, account management, or client services role in a SaaS environment.
- Required Skills
- People ManagementCustomer SuccessSaaSHubSpotCoachingAccount Management
Requirements
- Bring 2–3 years of experience managing and developing a team.
- Have experience with performance management and coaching.
- Bring 2–3 years of experience in customer success, account management, or client services in a SaaS environment.
- Have owned customer lifecycle touchpoints such as onboarding, renewals, and escalations.
- Use account health data to guide decisions and prioritize outreach.
- Build strategic, trust-based customer relationships.
- Collaborate with Growth, Product, and Professional Services toward shared outcomes.
- Identify problems and develop solutions with minimal direction.
- Experience in homelessness response, social services, or a related public sector field is a plus.
- Familiarity with Clarity Human Services or other HMIS platforms is a plus.
- Experience in a high-growth SaaS company or technology startup is a plus.
- Knowledge of homelessness response policy or program models, and experience with senior-level stakeholders, are a plus.
- Comfort with AI and emerging tools is a plus.
Responsibilities
- Lead a team of three, distributing workload, setting priorities, and overseeing day-to-day performance.
- Coach and develop team members through regular feedback and professional development support.
- Serve as a senior point of contact for key accounts and build strategic customer relationships.
- Define and manage onboarding, health checks, and escalations across the customer lifecycle.
- Monitor account health data to identify churn risk and prioritize personal attention and team outreach.
- Partner with Growth to execute upsell campaigns and identify expansion opportunities in existing accounts.
- Maintain and enforce HubSpot data hygiene standards so team reporting can be trusted.
- Represent Customer Success in planning and strategy conversations with Growth, Product, and Professional Services.
- Develop expertise in Clarity and the homelessness response field, and represent the domain externally as assigned.
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