BrightHire

Mid-Market Customer Success Manager

BrightHire

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementB2B SaaSOnboardingAdoptionRenewalData fluencyAI toolsAutomationWorkflow optimization
Soft Skills
CommunicationJudgmentRelationship buildingStrategic advisingCollaborationResourcefulnessProactivityAdaptabilityCuriosityConfidence