Mid-Market Customer Success Manager
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Job Description
Customer Success Manager managing Mid-Market customers at BrightHire. Driving implementations and renewals through strategic partnerships and proactive engagements.
Responsibilities:
- Own a portfolio of Mid-Market customers, leading all post-sale engagement from implementation handoff through renewal with clear accountability for outcomes
- Drive successful rollout, training, adoption, and ongoing value realization across your book of business
- Manage renewals end-to-end, positioning BrightHire’s value, ROI, and long-term partnership to drive retention and expansion
- Deliver a consistent, high-quality customer journey using a blend of scaled programs (one-to-many content, playbooks, automated workflows) and targeted 1:1 engagement
- Execute efficient, repeatable success motions while exercising strong judgment on when to lean in with higher-touch engagement
- Leverage data, usage trends, and health indicators to proactively identify risk, expansion opportunities, and moments that matter
- Build strong, trust-based relationships with key stakeholders, from day-to-day administrators to senior Talent and HR leaders
- Act as a strategic advisor, helping customers align BrightHire to their hiring goals, change management needs, and interview strategy
- Partner closely with Sales, Implementation, Support, and Product to ensure a seamless and coordinated customer experience
- Represent the voice of the customer internally, contributing insights that shape product improvements and customer success programs
- Communicate clearly and effectively across formats — emails, decks, live meetings, executive readouts, and challenging conversations
Requirements:
- 3+ years of experience in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company
- Experience managing a variety of customer sizes across onboarding, adoption, and renewal, with commercial ownership
- Comfort operating with autonomy — you can prioritize your work, make sound decisions, and own outcomes without heavy oversight
- Strong interest and experience using AI tools, automation, and systems to streamline your personal workflows and increase efficiency
- Excellent written and verbal communication skills — you can craft a crisp email, build a compelling deck, and lead high-stakes meetings with confidence
- Data fluency — comfortable using usage data, dashboards, and spreadsheets to inform recommendations and structure action and automation
- Technically curious and quick to learn — you enjoy becoming a product expert and translating complexity into clarity for customers
- Resourceful, proactive, and adaptable — able to navigate ambiguity while continuing to move customers forward
- Collaborative, low-ego team player who partners effectively across functions
- Curiosity and enthusiasm for how responsible AI can improve hiring decisions and outcomes
Benefits:
- Health insurance
- 401(k)
- Flexible work arrangements
- Professional development
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