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