Account Manager

At Bitfocus were building more than software were building solutions that help end homelessness and transform communities. As a mission-driven team we strive to live by ourcore values - we lead with care innovate with insider knowledge and celebrate the power of community in everything we do.

We take pride in our work support one another and embrace smart risks that drive meaningful impact. We value authenticity curiosity and growth and we believe work should be both purposeful and enjoyable.

Everyone at Bitfocus plays a role in creating an 11-star experience for our customers. If youre passionate about using your skills to make a difference wed love to have you on the team.

We hope you consider bringing your talent and drive and join us in helping end homelessness!

We are seeking a highly motivated and experienced Account Manager to join our Customer Success team. The successful candidate will be responsible for driving strategic long-term partnerships with key customers ensuring ongoing satisfaction growth and retention. The role requires building deep executive-level relationships that align community priorities with Bitfocus solutionsproactively identifying scoping and qualifying opportunities for expansion. Success is measured by leading strategies that grow and sustain our customers and partnering with cross-functional teams to ensure their needs are being met..

Qualified applicants will receive consideration without regard to race color religion sex national origin age sexual orientation gender identity or expression veteran status or disability.

THIS IS A FULLY REMOTE FULL-TIME POSITION - SUCCESSFUL CANDIDATES WILL BE REQUIRED TO WORK FROM HOME.

Compensation:

We are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation including skills qualifications and professional experience which can cause your compensation to vary.

The targeted Base Salary Range for this role is $49000 - $95000 which includes variable compensation (bonus) eligibility.

This position is also eligible for a competitive variable compensation (commission) plan bringing the On-Target Earnings (OTE) potential to a range of $95555 to $141555.

Most candidates join us at the lower half of the base salary range to leave room for substantial growth learning and development within the role.

Candidate AI Usage Policy:

At Bitfocus we are committed to fostering a hiring process that reflects each candidates unique skills experience and perspective. To support a fair and authentic evaluation process the use of artificial intelligence (AI) tools to generate or assist with responses is not permitted during any stage of the interview process. This includes live interviews (in-person or virtual) as well as take-home assessments test projects and work samples.

We understand that some candidates may require accommodations that involve the use of AI. If you require such an accommodation please contact us in advance at We are committed to providing reasonable accommodations and ensuring that every candidate has an equitable opportunity to succeed.

Remote Work Setup Requirements

To ensure a productive secure and high-quality work environment all employees must have the following workspace setup before their first day day at Bitfocus:

Private & Secure Workspace

• Dedicated Space: You must have a private quiet and secure room that is free from distractions background noise.

Internet Connection & Equipment

• Reliable Provider: Your internet connection must be high-speed and reliable (e.g. Cable DSL or Fiber Optic).
• Minimum Performance Standards: Your wired connection must meet or exceed the following speed and latency requirements (You can run a speed test here):
• Download Speed: 50 Mbps
• Upload Speed: 20 Mbps
• Latency (Ping): 50 ms or less

About the Customer Success Team:

The Customer Success team is responsible for account growth and retention.

They build long-term strategic partnerships with communities that maximize the impact of their data systems. We serve as trusted advisors and thought partners leveraging data and established best practices to continually discover new ways to add value and support our shared mission to end homelessness.

The team cultivates strong trusted relationships across all levels of the customer organization including executive and administrative stakeholders to champion HMIS and proactively identify opportunities to expand its local impact.

As an Account Manager you will:

Customer Relationships & Engagement

• Build and maintain strong multi-threaded relationships across customer organizations including executive administrative and frontline stakeholders.
• Serve as a trusted advisor and thought partner to each assigned account regularly engaging customers to understand their long-term goals and aligning them with the necessary Bitfocus resources to achieve them.
• Lead engagement with executive and decision-maker stakeholders including travel to customer sites for high-value meetings.
• Represent Bitfocus with professionalism thought leadership and strategic guidance at the highest levels of customer organizations.

Strategic Growth & Value Realization

• Develop and execute proactive multi-year success strategies for assigned accounts centering on each communitys unique needs priorities and approach.
• Drive growth in contract value through upsells renewals and expansion opportunities by uncovering scoping and qualifying opportunities where customers can use more Bitfocus products and services.
• Conduct structured Executive Business Reviews monitor satisfaction and survey feedback and ensure ongoing value realization.
• Promote customer adoption of the platform ensuring they fully leverage Bitfocus solutions.

Cross-Functional Collaboration & Technical Problem-Solving

• Collaborate with Community Administration teams and other internal partners to administer contracts and ensure seamless delivery across the full scope of a customers relationship with Bitfocus partnering with all internal teams to solve for the customer.
• Represent the voice of the customer internally ensuring product services and support teams deliver on customer needs.
• Manage escalations with urgency professionalism and coordination across teams.
• Understand technical roadblocks core integrations and make strategic recommendations on solution implementation to overcome them.
• If complex situations ignite your drivewhether its a business or technical challengethis is the role for you.

Structured Thinking & Subject Matter Expertise

• Operate with a high degree of autonomy in managing your book of business balancing proactive strategic work with reactive support needs.
• Excel at translating complex challenges into structured strategies presentations and action plans.
• Maintain strong knowledge of Bitfocus products data analysis tools HUD/Federal guidance and community homeless response systems.
• Apply insights to customer challenges helping communities use Clarity Human Services as both their primary care coordination platform and single source of truth for client data.

What you bring:

• Strategic Relationship Building: Strong interpersonal skills with the ability to engage influence and build trust with executives administrators and frontline staff.
• Business Acumen & Growth Mindset: Ability to align customer goals with Bitfocus solutions and proactively identify and qualify opportunities for contract growth.
• Structured Communication: Exceptional written and verbal skills able to distill complex technical and business concepts for diverse audiences.
• Adaptability & Autonomy: Ability to thrive in a fast-paced environment managing multiple priorities and contract complexities operating as a motivated self-starter who achieves results under pressure.
• Collaboration: Proven success working cross-functionally with internal teams and external partners.
• Customer-Centered Mindset: Deep empathy and understanding of customer needs with a passion for helping communities end homelessness.
• Industry Knowledge: Familiarity with HMIS homeless services or human services systems strongly preferred.

Were excited about you because:

• You have extensive experience in a client-facing or account management role (1 years is the minimum requirement; technology or social services experience is a plus).
• You are business savvy with consultative problem-solving and issue-resolution skills.
• You possess strong negotiation skills are comfortable navigating financial conversations and have a comprehensive understanding of general business operations contracts and financial principles.
• Experience working with HubSpot or equivalent Customer Relationship Management (CRM) software is a plus.
• Its easy for you to build and maintain relationships manage expectations and identify issues that require escalation.
• You possess technical aptitude and the ability to learn new software tools and platforms quickly.
• You are curious and comfortable adapting to new technologies utilizing and staying up to date with AI and emerging solutions.

Why Bitfocus:

Our benefits are designed to support you in all aspects of your health and well-beingsocial physical emotional and financial.

• Exceptional Culture & Mission-Driven Work
• Comprehensive Healthcare (100% Employer-Paid for Employees)
• 12 Weeks Paid Parental Leave
• R&R Week (Paid Week Off at Year-End)
• Three Weeks of Paid Vacation Two Volunteer Days Per Year
• 401K Retirement Plan (4% Match)
• Flexible Work Hours & Remote-First Culture
• Career Growth Plans for Each Role