Customer Success Manager
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Job Description
Customer Success Manager improving customer outcomes for Bullhorn’s enterprise clients through technical proficiency and strategic consulting. Fostering strong relationships and mitigating escalations for client success.
Responsibilities:
- Serving as the primary point of contact for all operational account needs within a portfolio of complex, high-value customers
- Partnering with customers to define specific objectives to drive operational improvements within their Bullhorn environment.
- Create and execute iterative Mutual Action Plans that include specific success criteria and milestones to achieve these objectives
- Owning the operational governance of each customer within the assigned portfolio.
- Facilitate purposeful client meetings to review progress toward goals, performance metrics, align on initiatives, and manage escalations when necessary
- Acting as a central point of contact for support escalations, issue trends, & enhancement requests.
- Proactively identify risks and drive resolution quickly to prevent & mitigate customer escalations, coordinating cross-functional collaboration as needed
- Delivering proactive communication around product updates, system maintenance, and support insights
- Ensuring alignment across global, multi-divisional client environments to deliver consistent, high-value outcomes.
- Collaborate with broader Customer Success, Product, Technical Support, Product Support, and Account Management to align customer needs with Mutual Action Plan
- Facilitating Operational Business Reviews (OBRs) & contribute to Executive Business Reviews (EBRs) by preparing and presenting customer performance insights and strategic recommendations that advance our partnership
- Continually consuming product & industry training to develop deep expertise in Bullhorn products & their applications
Requirements:
- 5–10+ years in Customer Success, Consulting, Professional Services or Support roles with large or enterprise clients
- Strong technical acumen, strategic consulting, project management, and communication skills
- Technical proficiency across multi-product SaaS environments; Bullhorn experience preferred and/or willingness to learn
- Deep understanding of client business processes and ability to align product capabilities to drive measurable outcomes
- Experience managing complex global client relationships across business units and time zones.
- Proven ability to lead cross-functional collaboration and deliver under pressure
- High emotional intelligence, executive presence, and ability to manage difficult conversations
Benefits:
- Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
- Unlimited Planned Paid Time Off
- Global Mental Health Support
- On-Demand Learning & Development
- Quarterly paid volunteer days
- Lucrative Employee Referral Program (eligible for prior to your first day)
- Company-wide mentor program
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