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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success management, including onboarding, renewals, and account health monitoring. Proven ability to lead teams, drive retention, and build strategic relationships within the SaaS environment.
Highest-signal resume keywords
Team ManagementCustomer SuccessAccount ManagementData-Driven Decision MakingSaaS Experience
About the role
Key responsibilities & impact- Lead a team of three, owning workload distribution, priority-setting, and day-to-day performance
- Coach and develop team members through regular feedback and professional development support
- Build strategic relationships with key customers as a senior point of contact
- Own customer onboarding, health checks, escalations, and the broader customer lifecycle
- Monitor account health data, identify churn risk, and prioritize account attention
- Partner with Growth on upsell campaigns and expansion opportunities
- Maintain and enforce data hygiene standards in HubSpot
- Represent Customer Success in planning and strategy discussions with Growth, Product, and Professional Services
- Develop Clarity Human Services and homelessness-response domain expertise
- Represent Bitfocus externally through field conversations, conferences, or customer-facing thought leadership
- Drive retention, customer advocacy, team development, renewal and upsell results, and cross-functional collaboration
Requirements
What you’ll need- 2–3 years managing and developing a team, including performance management and coaching
- 2–3 years in customer success, account management, or client services in a SaaS environment
- Experience owning lifecycle touchpoints such as onboarding, renewals, and escalations
- Ability to use account health data to drive decisions and prioritize outreach
- Ability to collaborate with Growth, Product, and Professional Services
- Ability to identify problems and build solutions with minimal direction
- Nice to have: experience in or with homelessness response, social services, or related public sector fields
- Nice to have: familiarity with Clarity Human Services or other HMIS platforms
- Nice to have: experience in a high-growth SaaS company or technology startup
- Nice to have: knowledge of homelessness response policy or program models
- Nice to have: relationships with senior-level stakeholders and executive contacts
- Nice to have: comfort with AI and emerging tools
Benefits
Comp & perks- 100% employer-paid medical, dental, and vision coverage for employees
- Free virtual medical and mental health visits through Healthiest You regardless of plan enrollment
- Confidential Employee Assistance Program and in-network therapy options
- 12 weeks paid parental leave
- Three weeks paid vacation
- Two paid volunteer days
- Paid R&R Week at year-end
- 401(k) with a 4% company match
- Monthly phone/internet stipend
- Home office stipend
- Physical, emotional, financial, and social wellness resources through EmpowerLinc
- Defined career growth plans for every role
- Voluntary pet and legal insurance
- Annual bonus with a target of $7,000
- Team-based commission plan
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
OnboardingRenewalsEscalationsAccount Health MonitoringData Hygiene Standards
Soft Skills
CoachingCollaborationProblem SolvingStrategic Relationship Building
Tools & Technologies
HubSpotClarity Human ServicesHMIS Platforms
Industry Keywords
Customer LifecycleChurn RiskSocial ServicesHomelessness ResponsePublic Sector