Customer Success Manager

📋 Description

• Lead a team of three Account Managers, owning workload distribution, priority-setting, and
• Coach and develop the team with regular feedback and professional development support.
• Build strategic customer relationships, positioning Bitfocus as a trusted partner.
• Own the customer lifecycle, including onboarding, health checks, and escalations.
• Monitor account health data to catch churn risk early and prioritize outreach.
• Partner with Growth team on upsell campaigns and identify expansion opportunities.

🎯 Requirements

• 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.
• A partner mindset, seeing customer relationships as strategic.
• Data fluency, using account health data to drive decisions.
• Cross-functional comfort, collaborating with Growth, Product, and Professional Services.
• Independent judgment, identifying problems and building solutions with minimal direction.

🎁 Benefits

• 100% employer-paid medical, dental, and vision coverage for employees.
• Free virtual medical and mental health visits through Healthiest You.
• Confidential Employee Assistance Program plus in-network therapy options.
• 12 weeks paid parental leave.
• Three weeks paid vacation, two paid volunteer days, and a paid R&R Week at year-end.
• 401(k) with a 4% company match.