Mid-Market Customer Success Manager

• As a Mid-Market Customer Success Manager at BrightHire, you’ll own a portfolio of growing, high-potential customers and lead their success from post-sale handoff through renewal
• This role is built for a CSM who thrives on creativity and autonomy — someone who can independently run their book of business while delivering a thoughtful, consistent customer experience
• You’ll guide customers through rollout, training, adoption, and long-term value realization, acting as a trusted partner to Talent and HR leaders as they embed BrightHire into their hiring workflows
• Success in this role requires balancing efficiency with impact: leveraging scaled programs, data, and automation while knowing when to engage more deeply through live conversations, enablement sessions, and executive-level discussions
• This is a highly autonomous role with meaningful ownership over customer outcomes and commercial results
• You’ll collaborate closely with Sales, Implementation, Support, and Product, while also shaping how BrightHire serves its Mid-Market customers through feedback, iteration, and continuous improvement
• It’s an opportunity to have real influence — on your customers’ hiring outcomes and on the evolution of BrightHire’s customer success motion
• 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

Benefits

• Competitive salary
• Meaningful equity
• 401(k) plan
• Health, vision, & dental
• Flexible PTO
• Vacation bonus
• Paid parental leave
• Work setup budget
• Quarterly Offsites
• Learning stipend
• Monthly snack delivery
• Team Events

• Collaborative, low-ego team player who partners effectively across functions
• Technically curious and quick to learn — you enjoy becoming a product expert and translating complexity into clarity for customers
• 3+ years of experience in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS company
• Strong interest and experience using AI tools, automation, and systems to streamline your personal workflows and increase efficiency
• Curiosity and enthusiasm for how responsible AI can improve hiring decisions and outcomes
• Data fluency — comfortable using usage data, dashboards, and spreadsheets to inform recommendations and structure action and automation
• Comfort operating with autonomy — you can prioritize your work, make sound decisions, and own outcomes without heavy oversight
• Resourceful, proactive, and adaptable — able to navigate ambiguity while continuing to move customers forward
• Experience managing a variety of customer sizes across onboarding, adoption, and renewal, with commercial ownership
• Excellent written and verbal communication skills — you can craft a crisp email, build a compelling deck, and lead high-stakes meetings with confidence