Mid‑Market Customer Success Manager – Americas – Driving Adoption, Retention, and Growth for High‑Impact SaaS Clients

About brighthush

brighthush is redefining the way mid‑market and growth‑stage organizations manage their hiring journeys. Our cloud‑native platform empowers talent leaders, recruiters, and hiring managers to streamline workflows, accelerate time‑to‑hire, and unlock data‑driven insights—all while keeping the experience intuitive and scalable. With a portfolio that includes high‑growth startups, public enterprises, and industry leaders, brighthush is positioned at the forefront of enterprise talent technology.

We are a fast‑growing, well‑funded company backed by a global network of investors and partners. Our culture is built on continuous improvement, data‑centric decision making, and a relentless focus on customer success. If you thrive in a dynamic environment where you can shape product experience, drive measurable value, and collaborate across functions, brighthush is the place for you.

Role Overview

As a Mid‑Market Customer Success Manager for the Americas, you will be the trusted advisor for a portfolio of approximately 60 mid‑market accounts, collectively generating over $1.5 M in ARR. You will partner with customers to accelerate adoption, optimize usage, and uncover expansion opportunities—all while ensuring a seamless, high‑touch experience that aligns with brighthush’s mission of hiring excellence.

In this role, you will:

• Own the end‑to‑end customer journey, from onboarding to renewal, ensuring that each touchpoint delivers value and reinforces the brighthush brand.
• Collaborate closely with Sales, Marketing, Product, Support, and Operations to advocate for customer needs and influence roadmap decisions.
• Design and deliver tailored training sessions, workflow workshops, and strategic reviews that create “aha” moments for each client.
• Analyze usage data, identify adoption gaps, and recommend actionable improvements that drive engagement and retention.
• Serve as the voice of the customer within brighthush, translating insights into product enhancements and process optimizations.

Key Responsibilities

• Customer Portfolio Management: Maintain a deep understanding of each account’s business objectives, hiring challenges, and success metrics. Balance proactive outreach with strategic initiatives to maximize impact.
• Adoption & Optimization: Guide customers through advanced platform features, integrations, and best practices. Use data analytics to surface opportunities for increased usage and ROI.
• Strategic Guidance: Conduct quarterly business reviews (QBRs) that align platform capabilities with evolving hiring strategies. Identify upsell and cross‑sell opportunities that support revenue growth.
• Training & Enablement: Develop and deliver customized training programs for recruiters, hiring managers, and data analysts. Create documentation, playbooks, and video tutorials that empower users.
• Cross‑Functional Collaboration: Partner with Product to provide customer feedback, prioritize feature requests, and participate in beta testing. Work with Support to resolve complex technical issues and ensure rapid resolution.
• Data‑Driven Insights: Leverage CRM, usage analytics, and customer health scores to forecast renewal risk, identify expansion prospects, and report on key performance indicators.
• Process Improvement: Continuously refine CS processes, templates, and tools to increase efficiency and scalability. Champion a culture of experimentation and learning.

Essential Qualifications

• Minimum of 2 years of Customer Success experience in B2B SaaS, managing mid‑market or enterprise accounts.
• Proven track record of driving adoption, retention, and expansion for a portfolio of 50+ customers with a combined ARR of at least $1.5 M.
• Strong cross‑functional collaboration skills—experience working with Sales, Product, Marketing, Support, and Operations.
• Deep product knowledge and the ability to translate technical concepts into actionable insights for non‑technical stakeholders.
• Excellent communication skills—clear, concise, and persuasive in both written and verbal formats.
• Data‑savvy mindset—comfortable with CRM (e.g., Salesforce), analytics tools, and creating dashboards.
• Self‑motivated, detail‑oriented, and able to manage a high‑volume book of accounts while maintaining quality.

Preferred Qualifications

• Experience in the talent acquisition or HR tech space.
• Background in implementing complex integrations and workflow automations.
• Knowledge of hiring metrics such as time‑to‑fill, cost‑per‑hire, and quality‑of‑hire.
• Prior experience in a high‑growth startup environment.
• Familiarity with continuous improvement frameworks (Lean, Six Sigma).

Skills & Competencies

• Customer‑Centric Mindset: Passion for building trusted relationships and delivering measurable value.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Problem Solving: Strong analytical skills and curiosity to diagnose and resolve complex issues.
• Influence & Negotiation: Comfortable advocating for customers and influencing cross‑functional teams.
• Adaptability: Thrives in a fast‑changing environment and embraces new challenges.
• Technology Fluency: Quick learner of new tools, integrations, and platform updates.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Structured mentorship programs with senior leaders across Customer Success, Product, and Engineering.
• Regular learning sessions, including product deep dives, industry trends, and customer success best practices.
• Opportunities to lead cross‑functional initiatives, such as product beta programs or customer advisory boards.
• Clear career pathways to senior CSM, Director of Customer Success, or Customer Success Leadership roles.
• Support for external certifications (e.g., Certified Customer Success Manager, Product Management certifications).

Work Environment & Culture at brighthush

Our culture is defined by:

• Continuous Improvement: We live by the principle of “Implement Continuous Improvement” and encourage experimentation at every level.
• Data‑Driven Decision Making: Every initiative is backed by metrics, and we celebrate data‑driven wins.
• Collaboration & Transparency: Open communication channels, regular town halls, and cross‑team knowledge sharing.
• Work‑Life Balance: Unlimited PTO, flexible work arrangements, and a focus on outcomes rather than hours.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve.

Compensation & Benefits

While the base salary for this role is competitive within the mid‑market Customer Success space, we also offer:

• Generous equity package with a 10‑year vesting schedule.
• Unlimited paid time off (recommended minimum of four weeks per year).
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